It would be useful if we could send customer satisfaction on certain tickets. Some ticket types do not need one to be sent in our use case.
It should just be an Observer rule or embed same sort of conditions into the CSAT configuration panel.
Cheers
Craig
Completely agree - we have lots of use cases where satisfaction surveys are sent to internal departments, which is unnecessary.
It is equally frustrating when they then provide a rating, simply because they can - as it is affecting our overall results.
I'd love to be able to send to all, but with exceptions i.e. spam or internal
Hey,
We do have the option to send out surveys based on certain events. The Ticket Update ( Observer ) automation can be used to define the events that should trigger the email and the email would have the placeholder for the survey. To discuss your use-case at length, drop an email to support@freshdesk.com and we'd be happy to help.
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