Hey folks,
I want to send a survey after a ticket but only if the user never recieved the same survey before.
It seems there is no way to achieve this since I qould need to mark the user in a way and filter for that mark on the user (not the ticket).
I dont want to send the same survey over and over if the customer has many support tickets.
Is there a solution for this?
Thanks!
Hi @dennis19
There are a number of ways to achieve this. For example, you could add a custom checkbox user field called “No survey” and have this being unchecked be among the conditions for your trigger/Automation to action the survey send.
In the Action section, you would then check that checkbox, and the trigger/automation would not run again on that user.
Hope that helps.
I think this may be possible with a custom user field. If you were to create a user field named ‘Survey Sent’ as a checkbox, you could build this out in your automations. This is untested from my side, but my gut feel is that it would work. Worth a shot in Sandbox in any case.
- Add [Survey Sent] User Field as a Checkbox
- Amend your existing CSAT survey automation with a condition that [Requester: Survey Sent] is [unchecked]
- Amend your existing CSAT survey automation to include action [Requester: Survey Sent] to [checked]
The above should mean that the automation will run to offer the survey, and change the requester profile in the process, which will make it ineligible for future runs.
Hi Dennis, how are you?
You can tag users when the first survey is sent and use that tag as a condition in the survey trigger.
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