Exclude tickets from receiving the Satisfaction survey (CSAT)Updated 7 days ago

When a ticket in your helpdesk closes, Gorgias can automatically send a satisfaction survey to the customer to collect details on their experience with your support team. You can create a macro or a rule with the Exclude ticket from CSAT action to prevent the survey from going out to tickets you don’t want surveyed, like internal tickets or tickets from VIP customers.

The exclusion must be applied before the ticket closes. If a survey has already been sent, it can't be recalled.

Requirements

• Available on all Helpdesk plans
• Only leads and admins can create macros and rules

Manually exclude tickets with a macro

Adding the Exclude ticket from CSAT action to a macro gives agents in your helpdesk the autonomy to decide whether a ticket should receive a survey. This is useful for edge cases that are hard to anticipate with a rule — for example, a frustrated customer you'd prefer not to survey, or a ticket that was resolved through a channel that doesn't warrant feedback.

To set up a macro with the exclusion action:

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Workflows.
3. In the menu, locate Tools, then select Macros.
4. Click Create macro to create a new one, or select an existing macro you'd like to update.
5. Click the Add action selector below the macro editor.
6. Select Exclude ticket from CSAT from the list.
7. Give the macro a clear name (for example, "Exclude from CSAT") and click Add macro.

Once saved, agents can apply the macro to any open ticket. When the macro runs, the ticket is immediately flagged for exclusion and when the ticket closes, the CSAT survey won’t be sent.

Automatically exclude tickets with a rule

Rules let you define conditions so that exclusions happen automatically. Use rules when you have a consistent set of tickets that should never receive a survey, such as tickets from a specific channel, tickets in a particular language, tickets that have a specific tag, or tickets from a specific customer.

To create a CSAT exclusion rule:

1. From your helpdesk, click the dropdown menu in the top-left corner.
2. Select Workflows.
3. In the menu, locate Tools, then select Rules.
4. Click Create rule, then click Create custom rule.
5. Give the rule a descriptive name so it's easy to identify later (for example, "Exclude internal tickets from CSAT").
6. Use the WHEN, IF, THEN builder to define which tickets the rule should apply to.
7. Click THEN, then select Action.
8. Click Select action, then select Exclude ticket from CSAT.
9. Click Create rule.

Example conditions

The following are common conditions that you might use for CSAT exclusion rules.

Exclude tickets from a specific channel
Set conditions like the example below when you only want to collect CSAT surveys from particular channels. In this example, only tickets that originated from the email channel will receive a CSAT survey.

• WHEN: [ticket created]
• THEN > IF: [message channel] [is not] [email]
• THEN> Action:** Exclude ticket from CSAT**

Exclude tickets based on a tag
You can develop a workflow where your agents apply a tag to tickets to flag them for exclusion. If you set up a rule with the conditions below, the rule will automatically handle the exclusion once the tag is applied. In this example, agents apply a tag called no-csat when they’d like to exclude a ticket.

• WHEN: [ticket updated]
• THEN > IF: [ticket tags] [CONTAINS ONE OF] [no-csat]
• THEN > Action:** Exclude ticket from CSAT**

Exclude tickets from specific customers by email
You can exclude specific customers from receiving a CSAT survey by using their email address as a condition. Use these conditions to exclude VIPs, internal team members, or known test accounts from being surveyed. In this example, [email protected] is one of our VIP customers, so we don’t want to send him a CSAT survey.

• WHEN: [ticket created]
• THEN > IF: [customer email] [CONTAINS ONE OF] [[email protected]]
• THEN > Action:** Exclude ticket from CSAT**