There is currently no way to exclude specific contacts from the getting a CES.
This functionality should be added.
We have some customers that have specifically requested not to get the survey anymore, and there is no way to do this if we open a support ticket for them. A cumbersom workaround is needed.
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.
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.
