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How to Send CSAT Survey Once Per Ticket
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The CSAT survey can be configured to send once per ticket by setting it to trigger only when the ticket is marked as closed. Please refer to this article for more information about managing customers’ CSAT surveys. However, if a requester replies to a closed ticket, it may reopen, triggering multiple satisfaction surveys for subsequent ticket closures.
To prevent this from happening, please update the ticket closed statuses to enable any of the highlighted options in the closed status configuration settings as shown in the image below.
- Go to Admin center > Ticket Fields > Status.
- Select the Closed status and select Edit from the more options.
- Enable the Create a new follow-up ticket or Do not perform any action on the ticket state option.
| Option | Function |
|---|---|
| Create a new follow-up ticket | Restricts end users from replying to closed tickets via the portal. “The ticket is closed and cannot be modified. Please create a new ticket for any follow-up inquiries” message will be displayed on the ticket page. Replies made via email result in the automatic creation of a new follow-up ticket. |
| Do not perform any action on the ticket state | Ensures closed tickets remain unchanged even when a reply is added by the requester. |
- Click Update to save the changes.
