Workflow: Deactivate the CSAT survey email for a specific customer

This article covers the steps to deactivate the customer satisfaction (CSAT) survey notification for a specific customer.

The workflow includes the steps below.

• Step 1: Add a tag to the end user profile
• Step 2: Identify relevant tickets where the end user is a requester
• Step 3: Amend the CSAT automation "Request customer satisfaction rating (System Automation)"
• Step 4: Amend the Messaging CSAT trigger "Request customer satisfaction rating (messaging)" 

Step 1: Add a tag to the end user profile

1. Find the customer ticket in Zendesk and open their user profile
2. Add a unique tag to the Tags user field
    

   

Step 2: Identify relevant tickets where the end user is a requester

The user tag applied in Step 1 is not automatically added to existing tickets where the end user is already the requester. For this reason, all Open, Pending or On-Hold tickets where the end user is a requester must be updated with the tag. 

To update these tickets

1. Navigate to the end user profile
2. Identify the tickets by ticket status and bulk update these tickets with the tag used in Step 1 

Step 3: Amend the CSAT automation "Request customer satisfaction rating (System Automation)" 

To edit the CSAT automation

1. In the Admin Center go to Admin > Objects and Rules > Business rules > Automations
2. Search for the CSAT automation Request customer satisfaction rating (System Automation) or the custom automation that sends the CSAT survey to your end users

3. Under Meet ALL of the following conditions, add:

• Ticket: Tags | Contains none of the following | unique tag

Step 4: Amend the Messaging CSAT trigger "Request customer satisfaction rating (messaging)" 

Note: The Messaging CSAT trigger is part of the updated CSAT option and is not available in the Legacy CSAT option

To edit the Messaging CSAT trigger

1. In the Admin Center go to  Admin > Objects and Rules > Business rules > Triggers
2. Search for the Messaging CSAT trigger Request customer satisfaction rating (messaging) or the custom automation that sends the Messaging CSAT survey to your end users

3. Under Meet ALL of the following conditions, add:

   Ticket > Tags | Contains none of the following | unique tag