Why are my satisfaction surveys not being sent?

Issue Symptoms

Satisfaction surveys are not being sent after tickets are solved.

Resolution Steps

The customer satisfaction survey is sent through an automation. Find below some troubleshooting steps that help you figure out why a survey wasn't sent.

Go to Admin Center > People > Configuration > End users. Select the Satisfaction tab, then under the Satisfaction rating make sure the option to Allow customers to rate tickets is checked.

In Admin Center, navigate to Objects and rules > Business rules > Automations. Verify the Request Customer Satisfaction Rating automation is enabled. If not enabled, simply head to your Inactive Automations > hover over the Request Customer Satisfaction Rating > click the options menu ( ) > Activate.

The automation doesn't run if the ticket status is Closed. Ensure that the Close ticket 4 days after status is set to solved automation doesn't fire before the Request Customer Satisfaction Rating (system automation) automation. The number of hours since solved for Request customer satisfaction rating (system automation) needs to be less than the number of hours since solved for Close ticket 4 days after status is set to solved.

In the Request Customer Satisfaction Rating (system automation) automation, the condition Ticket: Satisfaction | is | Unoffered needs to be included in Meet all of the following conditions, and Ticket: Satisfaction > Offered to requester needs to be included in the Actions.

Note: If your account does not have custom ticket statuses activated, the default automations use the condition Status instead of Status category.

For more information on the customer satisfaction survey, see the article: Using customer satisfaction ratings.