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Override Email Alert on Resolved/Closed Tickets - Customer Satisfaction

Related products:Freshservice
  • August 18, 2021
  • 2 replies
  • 123 views
P
Apprentice

There are certain times we do not want a Resolved or Closed ticket to send the Resolved or Closed ticket email alert when closing a ticket. Not all tickets require a generated email for a ticket. We created a custom field and workflow which allows us to override this feature but still generates an email for all tickets without the override option on. The issue is that by doing this we have now broken the Customer Satisfaction Survey as it is triggered when the Resolved or Closed ticket email alert is sent.

My suggestion is to either have a built in option which allows us to override a resolved/closed ticket email alert which will then not break the satisfaction survey as agent Resolved and Closed email alerts will be enabled. 

If that is not an option then to have some other option (such as workflow selection) on the Customer Satisfaction Survey which allows you to still trigger the survey based on your workflow.

    2 replies

    elobato
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    • elobatoTop Contributor ⭐
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    • February 27, 2023

    From one year ago and we are now facing the exact same issue. This article says that there is a placeholder to handle that, but I guess it was removed as it is not showing up on the placeholders and inserting it manually does nothing.

    How to send customer satisfaction survey only to tickets that meet certain conditions? : Freshservice

    The placeholder would solve everything, I do not understand why it would have been removed, seems like a basic feature to implement.

    Not being able to control the out of the box mail notifications also seems a bit lacking in design, we can do it with the ticket creation notification, should also be able to do it with the resolved/closed notifications. We have third parties that use different ticketing systems that would reopen their tickets when we send resolved notifications form our tickets, and the same goes for no-reply systems that would reopen our tickets if they get the notification sent to them. This is why the out of the box notifications are disabled and we handle them through the automator instead. 

    I hope they can add the placeholder for the automator again so we can use the CSAT module.

    elobato
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    • elobatoTop Contributor ⭐
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    • February 27, 2023

    After a few support calls we managed to solve it. The placeholder is not there for the automator, but it works, we had to change a couple of settings in the CSAT menu but we got it to work in the end. What still can’t be done is control the automatic mail notifications so hopefully that can change in the future.

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