Hallo,
we’ve been using ServiceHub since autumn 2021 and integrated CSATs for closed tickets.
The idea is that a customer receives a CSAT request after a ticket has been closed. Of course we need to respect various exceptions for having this automated, e.g. no survey shall be sent to No Touch tickets which we created for ourselves and without knowledge of the customer. As well a contact shall not receive more than one survey per day so we integrated a property which checks if the contact had received a surve request within the last 24h.
So we created a “Start from scratch” filter for the recipients where we filter for certain criteria.
Unfortunately this is not as easy as we thought and had to adjust the creteria several times.
When we cleared one error another might have occured instead. Because we use different ticket pipelines and different surveys for each pipeline it makes it even more complicated.
Without getting into more detail I wanted to ask the community for your experience with the “Start from scratch” filters and your best practice tips. Do you filter by ticket or contact? Do you use different surveys for different pipelines or not? Have you made good or bad experience you can share with us and the community? We have to learn much here and would be very happy for every experience and hint.
Thank you!
Best regards
Thomas