Hi all,
Our understanding is that there is currently no way to offer CSAT on a phone call. We want to set up some kind of trigger that sends an email to customers once the ticket has been solved with the Satisfaction survey. We set up a trigger that we thought would do this, excluding anyone that uses the Chat channel to contact us, as well as excluding any ticket where we've added a special tag to not sent CSAT. I've included an image of the trigger we se t up below. It works for all email tickets no problem, but for Talk tickets it doesn't work very often. We have no idea why. Any ideas on how to get this set up so that it works properly?
Alternately, is there any app on the Marketplace we can add to Zendesk that will accomplish this? If not by email, then by adding a phone survey at the end of calls?
I created a ticket for your questions, as we will need more information in order to know why your trigger is not firing every time.
You will receive an email about this new ticket soon.