Workflow: Deactivate the CSAT survey for a specific customer

<p>This article covers the steps to deactivate the customer satisfaction (CSAT) survey notification for a specific customer.</p><p>The workflow includes the steps below.</p><ul>
<li data-list-item-id="e8fb1ae11b44de686361317fdb8248931"><a href="#h_01HXY1BFCAPEN08R87P7ENG6TS">Step 1: Add a tag to the end user profile</a></li>
<li data-list-item-id="e8efbdef54f369e0da84b47f38cfe30b2"><a href="#01HXY1G18XYBGPX37812NDQPP4">Step 2: Identify relevant tickets where the end user is a requester</a></li>
<li data-list-item-id="eb89cc3b88961db850e99d42eb9ed38d5"><a href="#h_01HXY1GYQDRZ3V1Y2A1VJXG88P">Step 3: Amend the CSAT automation "Request customer satisfaction rating (System Automation)"</a></li>
<li data-list-item-id="e3f515e844036a750fa2d7514a88ef09e"><a href="#h_01JTQ3EP90E5Z0EBAT27QQ4CSW">Step 4: Amend the Messaging CSAT trigger "Request customer satisfaction rating (messaging)" </a></li>
</ul><h3 id="h_01HXY1BFCAPEN08R87P7ENG6TS">Step 1: Add a tag to the end-user profile</h3><ol>
<li data-list-item-id="e981bcf6b79ea5732cced2ab3e68a4f3c">
<a href="https://support.zendesk.com/hc/en-us/articles/4408822762650">Open the user's profile</a>.</li>
<li data-list-item-id="e4db832c5ef8655cb6f25e475e628eb99">
<p>Add a unique tag to the <strong>Tags</strong> user field.</p>
<figure class="wysiwyg-image wysiwyg-image-block-align-left wysiwyg-image-block-start"><img height="553" src="https://support.zendesk.com/hc/article_attachments/9232223165722" style="aspect-ratio: 549/553;" width="549"></figure>
</li>
</ol><h3 id="01HXY1G18XYBGPX37812NDQPP4">Step 2: Identify relevant tickets where the end user is a requester</h3><p>The user tag applied to the user in Step 1 is <em>not</em> automatically added to existing tickets where the end user is already the requester. For this reason, all Open, Pending or On-Hold<strong> </strong>tickets where the end user is a requester must be updated with the tag. <br><br><strong>To update the user's tickets with the tag</strong></p><ol>
<li data-list-item-id="edfd39b4bde5ca37065d041930f0ceef4">
<a href="https://support.zendesk.com/hc/en-us/articles/4408822762650">Open the user's profile</a>.</li>
<li data-list-item-id="ecd9c6c81c777ca443138440837b94b71">Identify the tickets by <a href="https://support.zendesk.com/hc/en-us/articles/8263915942938-About-the-ticket-lifecycle-and-ticket-statuses#topic_lqf_myk_fdc" rel="noopener noreferrer" target="_blank">ticket status </a>and <a href="https://support.zendesk.com/hc/en-us/articles/4408886890906-Managing-tickets-in-bulk#topic_oth_lkp_gk" rel="noopener noreferrer" target="_blank">bulk update </a>these tickets with the tag created in Step 1.</li>
</ol><h3 id="h_01HXY1GYQDRZ3V1Y2A1VJXG88P">Step 3: Update the CSAT automation "Request customer satisfaction rating (System Automation)" </h3><p>Next, you need to update the automation that sends the CSAT survey to users.</p><p><strong>To edit the CSAT automation</strong><br><br>1. In <a href="https://support.zendesk.com/hc/en-us/articles/4581766374554-Using-Zendesk-Admin-Center" rel="noopener noreferrer" target="_blank">Admin Center</a>, select <strong>Admin &gt; Objects and Rules &gt; Business rules &gt; Automations</strong>.<br>2<strong>.</strong> Search for the CSAT automation <strong>Request customer satisfaction rating (System Automation) </strong>or the custom automation that sends the CSAT survey to your end users.</p><p>3. Under <strong>Meet ALL of the following conditions</strong>, add:</p><ul><li data-list-item-id="e22292dac6c4e702ac8051e30506d8ffd">
<strong>Ticket: Tags</strong> | <strong>Contains none of the following </strong>| unique tag</li></ul><p><img alt="Request customer satisfaction automation.png" height="1076" src="https://support.zendesk.com/hc/article_attachments/9312975049754" width="1517"></p><h3 id="h_01JTQ3EP90E5Z0EBAT27QQ4CSW">Step 4: Update the Messaging CSAT trigger "Request customer satisfaction rating (messaging)" </h3><div class="p"><div class="note">Finally, you need to update the messaging CSAT trigger that sends the CSAT survey, if you use messaging. </div></div><p><strong>To edit the Messaging CSAT trigger</strong></p><ol>
<li data-list-item-id="e7cfd9fb3bfe69b3862d4a271cefac59e">In the <a href="https://support.zendesk.com/hc/en-us/articles/4581766374554-Using-Zendesk-Admin-Center">Admin Center</a> go to  <strong>Admin &gt; Objects and Rules &gt; Business rules &gt; Triggers</strong>.</li>
<li data-list-item-id="eddb8931670c713b82e3869a42e8c11f7">Search for the Messaging CSAT trigger <strong>Request customer satisfaction rating (messaging) </strong>or the custom automation that sends the Messaging CSAT survey to your end users.</li>
<li data-list-item-id="ec0d4053136a3970e7434a00b33b9de17">
<p>Under <strong>Meet ALL of the following conditions</strong>, add:</p>
<p><strong>Ticket &gt; Tags</strong> |<strong> Contains none of the following </strong>| unique tag</p>
</li>
</ol><p><img alt="request customer satisfaction rating trigger.png" height="1093" src="https://support.zendesk.com/hc/article_attachments/9312959604378" width="1517"></p><script id="docs-schema-markup" type="application/ld+json">{
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