How to set up ticket update rules to trigger survey emails?


By default when the CSAT option is enabled under Admin -> CSAT, the CSAT links would be sent to the requester along with the default email notifications for resolved/closed action. 


Below are some of the scenarios where customers would like to set up automation to send the survey emails:-


  • To send survey emails as individual emails to the requester with a defined content/subject for resolved/closed action.
  • To send the survey emails only to the specific ticket Groups/Product.
  • To send the survey emails only for specific requesters - possibly based on the email domain.


Sample rule screenshot below:-


Admin -> Automations -> Tickets -> Ticket updates -> New Rule


What to check if the requester has received the email but not the CSAT link?


  • Please check if the CSAT option is turned ON under Admin -> CSAT -> Toggled ON.
  • Please check if the requester is an agent in the helpdesk, if the requester is an agent then they will not be receiving the CSAT link.
If the rule is set to send the CSAT only when the ticket is set to resolved status, the rule will work even if the ticket is set to 'closed' status directly. This is because if the ticket is directly set to closed, then the resolved and closed time will be updated as the same timestamp. This is the expected behaviour.


How to set up ticket update rules based on survey results?


Admin -> Automations -> Tickets -> Ticket updates -> New Rule


Sample rule below:-



Some of the actions we could use based on needs:-



Send email notification to agents/groups to alert them about the survey received:

We can create a new thread/ticket for the detailed CSAT survey analysis:

Trigger webhook to share the ticket details with a third-party app:


Update the primary field of the custom objects: