topic Re: CES survey exclusions in Customer Feedback Tool

CES survey exclusions

DianaT — Mon, 18 Oct 2021 17:59:15 GMT

Hi,

In creating a CES survey I need some tickets within the same pipeline to be excluded.

If I set a delay in sending, is it possible to go into the queue and remove any that should be excluded?

Would this be a workaround work for "closed tickets" that we do not want to survey to go to?

Thanks for any info that could be provided.

Re: CES survey exclusions

TitiCuisset — Tue, 19 Oct 2021 09:24:20 GMT

Hi @DianaT

Thank you for reaching out.

I want to tag some of our experts on this - @Josh @StefaniUAT @MichaelC do you have any thoughts for @DianaT on this?

Thank you!

Best

Tiphaine

Re: CES survey exclusions

CGoodwinOlsen — Tue, 23 Aug 2022 08:00:17 GMT

Any input from the experts? 😊 We have the same issue, where our support team is fielding tickets from both customers and partners/suppliers, and we need to be able to exclude partners/suppliers from receiving the CES survey.

Re: CES survey exclusions

TitiCuisset — Wed, 24 Aug 2022 07:46:48 GMT

Hi @CGoodwinOlsen

Thank you for reaching out!

I don't see an automatic way of doing that in HubSpot, but I want to tag some other experts to see if they have an idea - @Jnix284 @BukunmiOdetayo @Mike_Eastwood @Alex_Elborn can you think of something for @CGoodwinOlsen on that question?

Thank you!

Best

Tiphaine

Re: CES survey exclusions

Jnix284 — Wed, 24 Aug 2022 18:22:24 GMT

Hi @DianaT and @CGoodwinOlsen ,

One thing you could consider doing would be for your CS reps to tag the ticket with a custom property, like "Exclude CES" and choices "yes" or "no" which would allow them to mark the tickets that shouldn't get the survey.

Then you can create a second pipeline as a home for these closed tickets, you'd only need one stage.

With these two items in place, you then create a workflow that says if "CES Exclude" = Yes, move to new pipeline and stage = closed.

For these tickets, it should be their last step - so instead of moving to closed, this would be the step they complete to close out the ticket.

Effectively this closes the ticket and moves it out of the pipeline that gets the CES survey.

You would have to update any reporting, etc. to include these tickets in your data/dashboards.

Re: CES survey exclusions

DianaT — Tue, 30 Aug 2022 21:31:18 GMT

Thank you so much for finding a solution. Will take a bit of tweaking but definitely looks doable. I appreciate the efforts.

Re: CES survey exclusions

Jnix284 — Tue, 30 Aug 2022 22:03:33 GMT

@DianaT happy to help!