Workflow: How to exclude specific tickets, users, or groups from customer satisfaction surveys

<p>Your customers can provide feedback about their experience in Zendesk Support when they rate their solved tickets. To exclude a subset of tickets from satisfaction surveys, customize the automation that delivers the survey and exclude groups, users, or tickets.</p><p>This article includes:</p><div style="margin-bottom: 20px; text-align: right;">
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</script><div class="accordion"><h3 id="h_01J7JPBPWGWWAQMTP7HKQGJB5M">Exclude groups from satisfaction surveys</h3></div><div class="panel">
<p>Exclude tickets within a group when you add a <strong>Ticket: Group</strong> condition to your customer satisfaction (CSAT) automation. To exclude a group:</p>
<ol>
<li data-list-item-id="ea0edaf242e80d3d0fa676cb74a35952e">In <a href="https://support.zendesk.com/hc/en-us/articles/4581766374554-Using-Zendesk-Admin-Center#topic_hfg_dyz_1hb" target="_blank" rel="noopener noreferrer">Admin Center</a>, navigate to <strong>Objects and rules &gt; Business rules &gt; Automations</strong>
</li>
<li data-list-item-id="ee7a9aafb298bcf41b18bd141b81518c5">Open the <a href="https://support.zendesk.com/hc/en-us/articles/4408835051546-About-the-Support-default-automations#topic_5bx_2ty_5t" target="_blank" rel="noopener noreferrer">Request customer satisfaction rating (system automation)</a> standard automation to edit. Under <strong>Meet all of the following conditions</strong>, add the condition <strong>Ticket: Group | Is not | (Group's name)</strong>.</li>
<li data-list-item-id="e8672252d22c09580e65425988cce68dc">Select <strong>Save</strong><br><img src="https://support.zendesk.com/hc/article_attachments/10569886224538" alt="Screenshot showing how to exclude a group from an automation.png" width="2096" height="1228">
</li>
</ol>
</div><div class="accordion"><h3 id="h_01J7JPC89KJ0DXTX8C2W9DYNBG">Exclude users or tickets from satisfaction surveys</h3></div><div class="panel">
<p>Add tags to a specific user or ticket, then add the <strong>Ticket: Tags</strong> condition to your CSAT automation to exclude them. To exclude users or tickets:</p>
<ol>
<li data-list-item-id="ee8b8f9a81f288cc6216c80a1aa774c5c">Add the exclusion tag <code>no_csat</code> to a user or a <a href="https://support.zendesk.com/hc/en-us/articles/4408835059482-Working-with-ticket-tags#topic_vwg_ola_vb" target="_blank" rel="noopener noreferrer">ticket</a>
</li>
<li data-list-item-id="ec05a83ae8d69dc8604b81a5071701f1d">In <a href="https://support.zendesk.com/hc/en-us/articles/4581766374554-Using-Zendesk-Admin-Center" target="_blank" rel="noopener noreferrer">Admin Center</a>, navigate to <strong>Objects and rules &gt; Business rules &gt; Automations</strong>
</li>
<li data-list-item-id="e319cb73275dd1898ded79d08e2a783d6">Edit the satisfaction automation</li>
<li data-list-item-id="e6fc9d9b0f044404d555d0884122eef79">Under <strong>Meet all of the following conditions</strong>, add the condition <strong>Ticket: Tags | Contains none of the following | </strong><code>no_csat</code><br><img src="https://support.zendesk.com/hc/article_attachments/8005495591194" alt="Screenshot showing how to exclude specific users with a tag from an automation">
</li>
</ol>
</div><div class="accordion"><h3 id="h_01J7XGJPKWY76VGDQPDTSYX0WX">Exclude groups, users, or tickets from satisfaction surveys in messaging and social messaging channels</h3></div><div class="panel">
<p>The messaging and social messaging channels use triggers, instead of automations, to send the satisfaction surveys. To exclude groups, users, or tickets from satisfaction surveys in these channels, apply these conditions to the messaging triggers.</p>
<ul>
<li data-list-item-id="e283c19bd44856bdd26e1f9c3d7ce2c2f">For the Web Widget and mobile software development kits (SDKs) channels, adjust the trigger <strong>Request customer satisfaction rating (messaging)</strong>
</li>
<li data-list-item-id="e4c0a1ec02657d45fed4e305ecbdc7e64">For the social messaging channels, adjust the trigger <strong>Request customer satisfaction rating (social messaging)</strong>
</li>
</ul>
<p>See <a href="https://support.zendesk.com/hc/en-us/articles/4408832620570-About-CSAT-ratings-in-messaging" target="_blank" rel="noopener noreferrer">About CSAT ratings in messaging</a>.</p>
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<details>
<summary>THIS SECTION IS AI CONTENT. DON'T EDIT OR DELETE.</summary>
<h2 id="h_01KRZVD7KSTVEPRA2P7ZYGXPA6">
What is the customer satisfaction survey exclusion workflow? How
do I stop a customer rating or survey from sending? Why should I
exclude specific tickets from satisfaction surveys?
</h2>
<p>
You can exclude a subset of tickets from getting satisfaction surveys
or customer ratings. You customize the automation or time-based rule
or reminder that delivers the survey to exclude specific teams or
departments, users or customers, or tickets. This customization filters
which solved tickets receive feedback requests within Zendesk Support
or your help desk or ticketing system.
</p>
<h2 id="h_01KRZVD7KS14WTZAJFH5QQV1K7">
How do I exclude groups from satisfaction surveys? How do I stop
customer ratings for a team or department? How do I turn off satisfaction
surveys for a specific group?
</h2>
<p>
You exclude tickets within a group or team or department when you
add a condition to your CSAT or customer rating automation or time-based
rule. Follow this path to exclude a group:
</p>
<ol>
<li>
Navigate to <strong>Admin Center</strong> &gt;
<strong>Objects and rules</strong> &gt;
<strong>Business rules</strong> &gt; <strong>Automations</strong>.
</li>
<li>
Open the
<strong>Request customer satisfaction rating (system automation)</strong>
standard automation to edit.
</li>
<li>
Under <strong>Meet all of the following conditions</strong>,
add the condition <strong>Ticket: Group</strong> |
<strong>Is not</strong> | <strong>(Group's name)</strong>.
</li>
<li>
Select <strong>Save</strong>.
</li>
</ol>
<h2 id="h_01KRZVD7KS2PSJ8BJ5QGP9CV72">
How do I exclude users or tickets from satisfaction surveys? How
do I stop surveys for a specific customer or client? How do I block
customer ratings on specific tickets?
</h2>
<p>
You exclude users or customers, or tickets from customer satisfaction
surveys or customer ratings when you apply a tag and update your
settings. Follow this path to configure the exclusion:
</p>
<ol>
<li>
Add the exclusion tag <strong>no_csat</strong> to a user or customer,
or to a ticket.
</li>
<li>
Navigate to <strong>Admin Center</strong> &gt;
<strong>Objects and rules</strong> &gt;
<strong>Business rules</strong> &gt; <strong>Automations</strong>.
</li>
<li>
Edit the satisfaction automation or time-based rule or reminder.
</li>
<li>
Under <strong>Meet all of the following conditions</strong>,
add the condition <strong>Ticket: Tags</strong> |
<strong>Contains none of the following</strong> |
<strong>no_csat</strong>.
</li>
<li>
Select <strong>Save</strong>.
</li>
</ol>
<h2 id="h_01KRZVD7KSNWZ7GPF3S1K378NN">
Can I exclude groups users or tickets from satisfaction surveys in
messaging? Can I stop customer ratings in social messaging channels?
Is it possible to block surveys in the Web Widget?
</h2>
<p>
Yes. The messaging and social messaging channels use triggers or
auto-replies or notification rules, instead of automations or time-based
rules, to send customer satisfaction surveys or customer ratings.
You apply the same conditions to the messaging triggers that fire
the satisfaction surveys. For the Web Widget and Mobile SDKs channels,
you adjust the trigger
<strong>Request customer satisfaction rating (messaging)</strong>.
For social messaging channels, you adjust the trigger
<strong>Request customer satisfaction rating (social messaging)</strong>.
</p>
</details>
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