Hi,
I was setting up an observer rule that customers should receive a notification that their ticket was closed except when it is tagged as "merged".
As it is now however, those same clients would still receive a customer satisfaction survey for both parts of their merged tickets.
It would be great if I could add sending out the survey as a second action. That way the clients only get it once.
+7Hello Yaisa,
When two tickets are merged, the secondary ticket is closed and merged into the primary ticket. The customer is not notified for the secondary ticket being closed unless a public note is added by the agent. Customers also don't receive the survey if the secondary ticket is closed.
You can set up email notifications to be delivered to the customer when the agent closes/resolves the ticket. These can be found under Admin → Email Notifications → Requester Notifications. Freshdesk will send an email notification (that you can customize to include the placeholder for the satisfaction survey) when the ticket is closed by the agent and not when the ticket is merged and closed.
The satisfaction survey can also be customized by the admin to be sent out during certain activities, such as:
In short, Freshdesk shouldn't send out notifications or surveys for tickets that are closed by merging. If you're experiencing any irregularities, please let us know and I'll have an agent look into it.
Hi,
As discussed with one of your colleagues, I was misinformed about the behaviour of automatic mails and merged tickets.
I was also able to include the customer satisfaction survey in the automatic mail after closing a ticket, so my problem is resolved.
Thanks for the help!
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