We have the same issue with specific Contacts who want to not receive feedback surveys anymore, but they still request support tickets. Worse, we have this issue with support-based emails from property management companies that create an infinite loop and a mess for our CSRs.
Hey how’d we do" (from us), “Hey we got your ticket” (from the Contact),
Hey how’d we do" (from us), “Hey we got your ticket” (from the Contact),
Hey how’d we do" (from us), “Hey we got your ticket” (from the Contact),
We created a workaround for this.
First, we already had a work flow to handle ticket allocation - this would send out automatic notifications if new tickets were generated. If you don’t have a workflow in place already, create one at the ‘New’ stage.
Your first branch should check if a contact associated with the ticket has an email address thats the same as the helpdesk that you’re trying to exclude from sending surveys. If a mail is coming from one of those systems, move we move the ticket to a new stage called ‘to delete’, and we purge those tickets on a weekly basis.
Obviously, this won’t work if you’re receiving legit mails from those contacts, but the same theory should allow you to exclude tickets with a particular title (i.e. email subject) for example if they follow a pattern.
Not perfect, but it works.
In our market, for ticket management surveys, it’s important to have the option to filter and decide who should receive the survey. This should be based on the association of each ticket, the ticket owner, and the contact owner. Right now in HubSpot, we see this option only in the CES survey, but it’s not customizable. So instead of being able to choose exactly who to trigger the survey for, it goes out for all closed tickets — which doesn’t really work for us.
Please allow standard Customer Effort Score surveys to filter recipients so the survey can be sent to one specific associated contact on the service request, instead of all associated contacts.
Use case:
Our workflows in HubSpot allow multiple contacts to be associated with a single service request. We also maintain an additional property on the service request that identifies the reporter. We only want the CES survey to be sent to the reporter contact, not to every associated contact, to avoid over-emailing people who were copied on the request or involved only indirectly.
I noticed that this idea has been around since 2020. This does not give me confidence that HubSpot reads and reviews these ideas. Some of these ideas are business critical.