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Question

Prevent agent email notification when someone fill the CSAT survey

  • July 18, 2022
  • 3 replies
  • 64 views
M
Skilled Expert
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Hi,

I don’t know if its possible or if its something that can be added, but right now, requesters can fill a CSAT survey, but agents receive email notifications for a new reply each time.
Any way to prevent this, but still allowing agent to receive the requester reply email notification?


Maybe check here: 



Thank you so much and have a nice day, 

    zachary.king
    manns

    3 replies

    zachary.king
    Top Contributor ⭐
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    • zachary.kingTop Contributor ⭐
    • Top Contributor ⭐
    • July 18, 2022

    Hello @maxlehot1234 to control email notifications, you can disable the out of the box email notifications and build them using workflow automators. This way you can control what notifications are routed to agents. Hope that helps.

    - Zach / ITOps Supervisor - ITSM
    manns
    M
    Skilled Expert
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    • maxlehot1234
    • Author
    • Skilled Expert
    • July 18, 2022

    Hello @maxlehot1234 to control email notifications, you can disable the out of the box email notifications and build them using workflow automators. This way you can control what notifications are routed to agents. Hope that helps.

    Yeah its exactly what i setup few days ago.
    I will see if it helps for the CSAT issue or not.

    manns
    M
    Skilled Expert
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    • maxlehot1234
    • Author
    • Skilled Expert
    • July 21, 2022

    But CSAT is a reply for freshservice, so if I disable reply email notifications, I also disable CSAT emails for what I see.
     

    Hello @maxlehot1234 to control email notifications, you can disable the out of the box email notifications and build them using workflow automators. This way you can control what notifications are routed to agents. Hope that helps.

    Yeah its exactly what i setup few days ago.
    I will see if it helps for the CSAT issue or not.

     

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