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CSAT is it possible for the client to opt out


Userlevel 4
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2 questions about CSAT in FS

(1) Is there a built-in way to allow a client to opt out of the CSAT?

I was looking at trying to find a way for a client to opt out of the CSAT surveys by setting a value on their Company page (custom field) which would then be checked in the criteria of the survey - this does not appear to exist.

(2) Survey regulation - does it work like I expect it to?

Setting it thusly will send 1 x CSAT survey request out once in a custom 18 day period for each client that has a ticket in that 18 day period.

OR will FS send out a CSAT survey on every ticket in that 18 day period

TIA for any ideas/insights

Bryn

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Best answer by Ammar KB 15 July 2022, 18:41

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10 replies

Userlevel 3
Badge +3

Hello @BrynCYDEF 

(1) Is there a built-in way to allow a client to opt out of the CSAT?

You can set conditions on which client you want to send out CSAT (Admin-->Customer Satisfaction) or disable the Customer Satisfaction as a whole but I’m afraid you cannot have a custom field as a checkbox to enable/disable the CSAT from client’s side.

(2) Survey regulation - does it work like I expect it to?

This option will send out a Survey to the client when the condition is matched, This will be sent out for every ticket till 18 days after which it will reset and stop sending out emails.

 

Also attaching the article for reference : https://support.freshservice.com/en/support/solutions/articles/219453-creating-customer-satisfaction-surveys-for-your-it-service-desk

Userlevel 4
Badge +7

Hi @Ammar KB - ty for your prompt reply and the link!  Can you pls add that as a feature for FS - I hope it wouldn’t happen too often (asking for opt-out) and I am able to manually exclude them by adding their company name to the criteria [Company Name] [does not include]

Can you (or anyone really!  @manns ?  😁 ) help me set the conditions such that there will be no more than 2 CSAT Surveys sent per customer per month?

I don’t want to set the minimum threshold at 3 or 5 tickets per month bc lots of our clients only have 1 or 2 and I don’t want to miss hearing from them.

Another question @Ammar KB -- does the survey regulation actually stop the sending of the Resolution Email Notification or just remove the Survey Link from that email once the Regulation threshold is met?

 

TIA
Bryn

Userlevel 7
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@BrynCYDEF I wish I knew the answer, @rashmi.nag are you able to recommend a FS expert who can help? Thanks :)

Userlevel 7
Badge +9

Hi @manns - Thanks for the mention. @Ammar KB would be the best expert here to help @BrynCYDEFout. :)

Hope you find the solution you’re looking for!

Userlevel 3
Badge +3

Hello @BrynCYDEF 

We can set the condition as follows : Ticketfields.department does not include and you can mention the department of the exclusion list right here.

 

Can you (or anyone really!  @manns ?   ) help me set the conditions such that there will be no more than 2 CSAT Surveys sent per customer per month? I’m afraid we cannot Automate this, But if you select the last option “Allow Agents to add Survey links to specific emails”(in the above Image) You have an option to send Surveys to those Emails alone and keep track of tickets.

 

Userlevel 7
Badge +14

@BrynCYDEF What great questions you raised. And thank you @Ammar KB for answering those. I had very similar questions as we are starting to take a look at implementing this feature. Our current way of surveying users is very manual and tedious. I hope we can come up with a way to mitigate the amount of surveys a users receives in a certain time period without having to have the agents manually trigger the survey. Any area we can automate processes that take away responsibility from the agents is a big win!

Thanks!

Userlevel 3
Badge +3

@BrynCYDEF @zachary.king  Please allow me to raise this as a Feature Request to the Product team. This should be a great enhancement if considered in the Roadmap, Thank you for your suggestions😀

Userlevel 4
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Hmm that’s unfortunate.

 

Could you look at permitting the Ticket Workflows to add the Survey Link?  

 

Userlevel 3
Badge +2

Hello @BrynCYDEF 

(1) Is there a built-in way to allow a client to opt out of the CSAT?

You can set conditions on which client you want to send out CSAT (Admin-->Customer Satisfaction) or disable the Customer Satisfaction as a whole but I’m afraid you cannot have a custom field as a checkbox to enable/disable the CSAT from client’s side.

(2) Survey regulation - does it work like I expect it to?

This option will send out a Survey to the client when the condition is matched, This will be sent out for every ticket till 18 days after which it will reset and stop sending out emails.

 

Also attaching the article for reference : https://support.freshservice.com/en/support/solutions/articles/219453-creating-customer-satisfaction-surveys-for-your-it-service-desk

@Ammar KB 

To clarify, are you saying that after the amount of days you set to reset, it will stop sending surveys completely?  I want to send a survey response to our users for every 3rd ticket indefinitely.  How can I set it to do so?  Should I put it for 365 days and remind myself in a year to set it again?  

Here are my settings:

 

 

Userlevel 3
Badge +3

Hello @zebb.s,

No, These are Surveys sent out to the clients based on time intervals, So as per your settings, If the Requester has raised 3 concerns and are resolved, A Survey email would be sent to him. If this option for Survey Regulation emails is disabled, The CSAT would be sent based on the conditions and Actions setup here:

 

Hope this helps! 😀

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