Surveys are not sending

[Nick Howarth]

I am currently looking at setting up csats and it looks as though I have some surveys that have sent (13 in the last year) but I have created some test support tickets and not of these have received an email on closing.

I have tried looking in the customer satisfaction area of settings and it is turned on but I can't seem to see under what circumstances it is send so cannot figure out why some mine have not gone out.

I am in a company managed project but I have admin rights.

[Paul Wiggers]

Hello @Nick Howarth 

The CSAT should be send out when an issue receives a resolution. Could it be that your tickets get a closed status, but do not have a resolution?

Could you post a screenshot of your ticket?

[Nick Howarth]

Thanks @Paul Wiggers  I think you are right. Looking at my issues, I have a pile of them that have a status category of "Done" but the resolution is "Unresolved". For the last ticket with a survey the resolution was "fixed"

I take it that the survey fires on the resolution field and not the status category field? If this is the case I will need to see about populating the resolution somehow. I think it must have been taken off somewhere at some point

[Paul Wiggers]

That is correct. An issue isn't resolved until the resolution is set.

I am not sure what happend in your case. The last time I encountered this was because I didn't add a Post Function in the workflow that actually set the resolution.

Curious to hear what's the cause in your case.

[Nick Howarth]

We had issues with an error message saying that there was no closure code even thought the closure code was populated. It seems that the resolution reason was taken off the page which fixed the closure code error. 

I have added it back to the page so people can populate and now the surveys are going again. I will need to keep an eye on this error to see if it comes back.