Problem / Use Case
Currently, a CSAT survey can only be sent once (e.g., when ticket status is "Resolved/Closed"). There is a setting for the initial sending interval and survey expiration ("Expire the survey after"), but there is no way to automatically re-send a survey that has already been sent but remains unanswered after a defined period (reminder / re-send).
Desired Feature
An option for Freshdesk to automatically detect when a survey has been sent but not answered within X hours, and then send a reminder or re-send the survey to the customer. Ideally, it would include:
- Configurable time interval (e.g., "re-send after 48 hours without a response")
- Maximum number of reminders (e.g., 1–2 reminders)
- Trigger only for "Unanswered" status (not for "Partially Completed" or "Answered")
- Optional custom text/subject line for the reminder
Benefits
Higher response rates for CSAT surveys and thus more reliable satisfaction data, without manual follow-up required.
