Hi, we have a workflow to reopen a ticket if the requester responds after closure. We use the Customer Satisfaction survey feature, and tickets are being reopened for survey responses, which we don’t want.
What’s the best way to configure the workflow to ignore satisfaction survey responses? The only thing I can think of is adding “last interaction doesn’t contain ‘view feedback’” but I’m not sure if that’s the right way.
it really depends on how your CSAT is setup up, for us we have created a possibility for the users to reopen the ticket if the Dsat is negative and provide a reason for reopening that is pushed as a private note in the ticket.
When its positive it has no interaction, but setting it up is a real workload, as it requires your workflow to read the info inside your survey and react to it.
Here is a sample of the setup
i would suggest you contact support to assist you with the workflow.
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