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Can I send a customer satisfaction survey with delay after solving a ticket?

  • 14 June 2024
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Hi Community,

we just switched to Freshdesk and are setting up everything to our demands. When it comes to a customer satisfaction survey (CSAT) after resolving a ticket: is there a smart way to send out the e-mail with with the survey with a short delay of 24-48 hours and not instantly?

I have seen the 2 different options “resolved” and “closed”. But we close a lot of tickets (even if they are not resolved), therefore “resolved” would be the preferred option. In oour tests, a customer would receive 2 mails at the same time. one with the solution and one with the “closed notification and survey”. this might confuse some of our customers.

But I am sure, ou guys already figured out some great workarounds?

Thanks a lot!

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Best answer by Sneha Kandasamy 17 June 2024, 16:20

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Sneha Kandasamy
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Hi @alteserien,

Greetings!

In this case, we can use Automations to send surveys and disable the default email notifications. This is because the default notifications do not allow for sending survey notifications after a specific time period, as they are sent immediately.

Kindly navigate to Admin > Automations > Time Triggers >

Conditions: If the "Hours since requester resolved" is greater than 24 and less than 26.
 

 

Note: Time trigger will be triggered every hour and the same emails will be sent every one hour. To avoid this multiple email notifications, kindly create a new custom checkbox and include that in the condition as well.

Article for help: https://support.freshdesk.com/en/support/solutions/articles/225408-how-can-i-make-the-automation-that-runs-on-time-triggers-to-run-only-once-to-prevent-multiple-notific

Hope this helps.

Cheers,
Sneha.

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Hi Sneha, great and thanks for the solution.

Somehow, I cannot open the link: https://support.freshdesk.com/en/support/solutions/articles/225408-how-can-i-make-the-automation-that-runs-on-time-triggers-to-run-only-once-to-prevent-multiple-notific

But do you mean kind of: One the automation has been trigered, set the checkbox to avoid sending it twice? This would be instead of “greater than 24, less than 26”?

Sneha Kandasamy
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Hi @alteserien,

We always suggest the conditions to be greater than 24 and less than 26 and sometimes it might trigger two emails since Time Triggers operates every one hour.
 

The automation rule that runs on time triggers will run once in every hour and will execute the listed actions for all tickets that meets with its conditions. So, if a rule is configured to send out notification emails, it will result in bombarding the requester with multiple emails.

 

One way to prevent this is to introduce a flag (checkbox or dropdown, which can be added under Admin > Workflows > Ticket Fields) in the condition, which will act as an additional check for that rule. 

 

Sample rule:

 

Conditions:

In tickets > If Hours since agent responded > greater than > 24 and less than < 26

In tickets > if Custom checkbox > Not Selected

 

Actions:

Send email to Requester

Set Custom checkbox as Selected

 

In the above rule, the Custom checkbox field will be selected (as per the action) the first time the rule gets executed, and when the rule is triggered again in the next hour, the ticket would fail to match the condition of custom checkbox - not selected. This will ensure that the rule gets executed only once.


 

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