We warmly invite you to communicate any type of feedback with us, whether it is related to functionality or bug reports, within the community topic Customizable CSAT configuration.
This is an EAP feature and therefore there might be some bugs. When you describe a bug, please provide steps to replicate the problem you are experiencing. Doing so will help us to identify and resolve the issue.
Hello. @tetiana12 I'm not sure if this is the right channel for this EAP feedback, but I wanted to report an issue I encountered with the CSAT EAP yesterday. It failed to send the CSAT email to the requesters. Here are the details:
-This EAP was enabled in both our Prod site and Sandbox.
-Turned it on in Sandbox
-Customized the CSAT info with the new EAP
-We tested the original Csat before implementing the EAP and it worked as designed.
-Deleted the original placeholder {{satisfaction.rating_section}} from the original automation that worked before
-However, when I added the new placeholder {{satisfaction.survey_section}} to the same automation, the CSAT email wasn't sent, even though the tickets met the rule criteria.
-To troubleshoot, I deactivated that automation and created a new one with the same rules.
-The automation preview showed several tickets meeting the rules, but the CSAT email was still not sent.
The CSAT email was not sent either.
What could be the reason why it is not working?
Nos gustaria que pudiese ser varias encuestas para poder personalizarlas, en el sentido de ponder enviar varias encuestas a diferente público objetivo.
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