Having the choice to send the CSAT when snoozing tickets
Now a reminder is considered a closed ticket = resolved. When we reminder a ticket, the ticket is not yet resolved. That is why a CSAT does not have to be sent yet. We'd like to see this as optional by setting the rule of the CSAT: do not send when reminder is on (or something like that).
Hi Paul Bergsma , thank you for sharing your idea about our CSAT tool! I have added the CSAT tag so you can easily find and categorise posts on this specific tool :)
We currently do not have a specific setting which can exclude the reminders from the CSAT survey but perhaps you could use the following workaround for now:
1. Add a new label to your Trengo account (for example: 'Not send CSAT')
2. Add this label as a condition to your CSAT rule in this way -> Ticket label / does not contain / 'Not send CSAT'
3. Before putting a reminder on a ticket, you add the label 'Not send CSAT' to that ticket
This way you will prevent tickets with that label from triggering the CSAT rule and receiving a CSAT survey. Reach out to us via firstname.lastname@example.org in case you have any further questions or need advice!