Send CES email after a contact has 10 closed tickets

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Hi @ETvelia,

With the classic CES (if you’re choosing to create the industry standard CES Customer Effort Score survey) this is not possible. ‘The survey will be sent to customers when their tickets close, so you can only choose pipelines with a closed state.’ There’s no way to customize it in a way that it will only be sent for every 10th ticket.

You can however create a custom survey and define when exactly that should be sent. Keep in mind that this will look different from the classic CES. To accomplish this, you would:

  1. Create a custom survey: Create a custom survey
  2. Create a custom contact calculation property (using the Count method) to count how many tickets a contact is associated to: Create calculation and rollup properties (I always call this ‘Number of associated tickets’)
  3. Create a ticket-based workflow that enrolls tickets when the ticket is closed and when the value of ‘Number of associated tickets’ is equal to 10, 20, 30, 40, 50, 60, 70, 80, 90, 100 (add as many as you think you need, no harm in typing up to 1,000)
  4. In this workflow, send an automated email that links to your custom survey from step 1

Let me know if you need more detail on any of these steps, happy to elaborate.

Best regards!