Customer Feedback Tool

JoshVe
Participante

CSAT not working

I am trying to set a CSAT based on few elements

 

1. When ticket is closed 

2. And if no CSAT sent to this client in the past 15 days

3. And include the agents in our support

 

But for some reason the CSAT is not sending to clients

Screenshot 2024-02-28 at 09.54.02.png

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4 Respostas 4
haryw
Membro

CSAT not working

how did you know exact figures we can send this?

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TomM2
Conselheiro(a) de destaque | Parceiro
Conselheiro(a) de destaque | Parceiro

CSAT not working

Hey @JoshVe it's hard to say for sure without being able to troubleshoot in your portal, but my best guess would be that you don't have tickets with a previous CES survey date. 

The filter "Last CES Survey date is more than 15 days ago" expects there to be a "last CES Survey date", this means if there was never a CES survey sent previously, technically the "last CES survey date" is not more than 15 days ago. 

 

What I would do the avoid this is keep your current criteria, then when editing your filters add in an OR filter and use the same criteria except instead of "Last CES survey date" being "is more than 15 days ago" I would set this to "is unknown" 

 

This will also bring in contacts who have never had a CES survey sent to them! 

Tom Mahon
HubSpot Expert | Digital Marketing Specialist | Community Champion
HubSpark

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JoshVe
Participante

CSAT not working

Hey @TomM2  so what is the solution to avoid sending to past clients? i just want something tha twill address the future, send everyone a survey after ticket is closed and make sure you don't send if they already recived one in the past 15 days 

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JoshVe
Participante

CSAT not working

Thanks @TomM2  i am tring your suggestions, however this will send to a 135 estimated recipeints, my goal is that it will only issue the CSAT moving forward, not for past tickets which already resolved.  ideas?

 

Screenshot 2024-02-28 at 11.53.17.png

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