We currently don't use the customer satisfaction feature as we wouldn't want to make it available in some of our channels (other languages for example). It would be great if you could choose which groups should be included in the satisfaction survey sends.
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Allow Customer Satisfaction to be specific to a group
+12Hello Jonathan,
Welcome to the Freshdesk Community! Is there a specific touchpoint during which you'd like to send the satisfaction surveys to your customers? For example, our support team sends out a survey in the mailer when the ticket status is updated to resolved.
If yes, we can make use of the Observer automation to send out group specific closed/resolved notification and include the satisfaction survey using the placeholder {{ticket.satisfaction_survey}}. Let me know if this helps!
Cheers!
I've just done something similar and added it to the end of a supervisor rule that closes all resolved tickets. It now closes resolved tickets and then sends the survey.Thanks for your helpl!
+12Good to know, Jonathan. If there's anything else, drop us a note here!
Cheers!
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