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 solved tickets. To exclude a subset of tickets from <a href="https://support.zendesk.com/hc/en-us/articles/4408886173338-About-CSAT-Customer-Satisfaction-ratings-in-Zendesk-Support" target="_blank" rel="noopener noreferrer">customer satisfaction (CSAT) surveys</a>, customize the automation that delivers the survey to 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>To exclude tickets within a group, add a <strong>Ticket: Group</strong> condition to your CSAT automation.</p>
<p>To exclude a group:</p>
<ol>
<li data-list-item-id="ee819b58ef72b7db8d0f93cd91b014178">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</strong> &gt; <strong>Business rules</strong> &gt; <strong>Automations</strong>
</li>
<li data-list-item-id="ef8a1b9229990f3d986ceb35ad24453eb">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> to edit. Under <strong>Meet all of the following conditions</strong>, add the condition <strong>Ticket: Group</strong> <strong>|</strong> <strong>Is not</strong> <strong>|</strong> group name.</li>
<li data-list-item-id="e9ae7308af495c529bf0856dbb3dcd462">Select <strong>Save</strong><br><img class="wysiwyg-image-resized" style="width: 500px;" src="https://support.zendesk.com/hc/article_attachments/10882162134810" alt="Screenshot that shows how to exclude a group from an automation">
</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, and add the <strong>Ticket: Tags</strong> condition to exclude them from your CSAT automation.</p>
<p>To exclude users or tickets:</p>
<ol>
<li data-list-item-id="ed3d6926be3d49a63f3f5cf58ec4c8c04">Add the exclusion tag <code>no_csat</code> to a <a href="https://support.zendesk.com/hc/en-us/articles/4408883863450-Automatically-tagging-tickets-from-specific-users-and-organizations#topic_flq_mhp_tsb" target="_blank" rel="noopener noreferrer">user</a> 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="e98544dd49d9f6f4c9fd0c388383a1f0e">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</strong> &gt; <strong>Business rules</strong> &gt; <strong>Automations</strong>
</li>
<li data-list-item-id="e574c4b92d7fc31b6b34fa0421eaaaae9">Edit the satisfaction automation</li>
<li data-list-item-id="e0f060096fb417e85d4b565ec48e9dcd4">Under <strong>Meet all of the following conditions</strong>, add the condition <strong>Ticket: Tags</strong> <strong>|</strong> <strong>Contains none of the following</strong> <strong>|</strong> <code>no_csat</code><br><img class="wysiwyg-image-resized" style="width: 500px;" src="https://support.zendesk.com/hc/article_attachments/10882162134938" alt="Screenshot that shows 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 the 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 the same conditions to the messaging triggers that fire the satisfaction surveys:</p>
<ul>
<li data-list-item-id="e43e1284a69ada7b3974e8011b04d43e9">For the Web Widget and Mobile SDKs channels, adjust the trigger <strong>Request customer satisfaction rating messaging</strong>
</li>
<li data-list-item-id="e74e7a23350c8c21c549d960eefd8d12b">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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