I know this has been requested by SO many users, but I am attempting to create a working CSAT survey for my team:
My ideal scenario is this-
When a ticket status is closed, after 24 hours a CSAT is sent to the customer. I would love this to be per rep but will settle for general sentiment at this time.
What I currently have set up is the CSAT Survey witht he following Criteria:
At least one associated Ticket has
Pipeline is any of Support Pipeline
and
Ticket status is any of Closed (Support Pipeline)
and
Ticket owner is any of Me
Currently it is only sending to a small percent of the tickets I have closed, am I missing something painfully obvious?
Hi @BEsson,
Thanks for asking the Community!
In the “recipients” tab of the CSAT survey, which option did you choose, please? Did you select “start from scratch” and that’s where you picked the enrollment criteria that you listed? Or did you pick the “static list” option where the list has these criteria?
The more info, screenshots (without sensitive/confidential information), and details you can provide, the better the Community can assist.
Regarding the tickets where the survey has not been sent, did you check if a contact was indeed associated?
I found for you this similar post “Feedback Survey Not Sending” with a solution from @jolle that might help you.
I also wanted to invite a couple of subject matter experts to this conversation: Hi @TomM2, @jolle and @Jerdaine_digita do you have suggestions to help @BEsson, please?
Also, if anybody else has anything to add and/or share, please feel free to join in the conversation
Thanks a lot and have a great day!
Best,
Bérangère
Hi @BEsson, I hope that you are well!
I am delighted to see that all is working for you now!
Also, than you so much for sharing the solution with the Community! This will be really useful to many other Community Members.
Have a fantastic day and weekend!
Best,
Bérangère
