Can I restrict the CSAT survey?

[David Pinn]

Suppose an issue must be rejected, and tagged with the 'Declined' resolution. I don't want to issue a CSAT survey in those circumstances. Is there a way I can avoid sending the CSAT survey in such circumstances without turning it off entirely?

[David Pinn · Accepted solution]

Answering my own question: the CSAT survey is emailed to customers only when a resolution is set on the issue. To avoid the CSAT survey being sent, don't sent a resolution, and instead transition the issue to a status that reflects its final disposition (e.g. Declined).

[Sairam Yeturi]

hi david, i have a situation where i want to send reminders for completing the CSAT, would you know what would be the method to include the feedback link on the reminder mails?

Thanks