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

Your customers can provide feedback about their experience in Zendesk Support when they rate solved tickets. To exclude a subset of tickets from customer satisfaction (CSAT) surveys, customize the automation that delivers the survey to exclude groups, users, or tickets. This article includes:

Expand all tabs



document.addEventListener('DOMContentLoaded', function () {
const toggleBtn = document.getElementById('master-toggle');

toggleBtn.addEventListener('click', function () {
const action = this.getAttribute('data-action');
const headers = document.querySelectorAll('.accordion');

headers.forEach(header => {
const isActive = header.classList.contains('active');
const panel = header.nextElementSibling; // Grabs the corresponding .panel container

if (action === 'expand' && !isActive) {
// Open it by simulating a standard click
header.click();
} else if (action === 'collapse' && isActive) {
// Close it by simulating a standard click
header.click();
}
});

// Flip button text and states
if (action === 'expand') {
this.setAttribute('data-action', 'collapse');
this.textContent = 'Collapse all tabs';
} else {
this.setAttribute('data-action', 'expand');
this.textContent = 'Expand all tabs';
}
});
});
Exclude groups from satisfaction surveys
To exclude tickets within a group, add a Ticket: Group condition to your CSAT automation.
To exclude a group:

In Admin Center, navigate to Objects and rules > Business rules > Automations

Open the Request customer satisfaction rating system automation to edit. Under Meet all of the following conditions, add the condition Ticket: Group | Is not | group name.
Select Save


Exclude users or tickets from satisfaction surveys
Add tags to a specific user or ticket, and add the Ticket: Tags condition to exclude them from your CSAT automation.
To exclude users or tickets:

Add the exclusion tag no_csat to a user or a ticket

In Admin Center, navigate to Objects and rules > Business rules > Automations

Edit the satisfaction automation
Under Meet all of the following conditions, add the condition Ticket: Tags | Contains none of the following | no_csat


Exclude groups, users, or tickets from satisfaction surveys in the messaging and social messaging channels
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 the same conditions to the messaging triggers that fire the satisfaction surveys:

For the Web Widget and Mobile SDKs channels, adjust the trigger Request customer satisfaction rating messaging

For the social messaging channels, adjust the trigger Request customer satisfaction rating social messaging


See About CSAT ratings in messaging.
