CSAT rating for ticket

  • 17 May 2023
  • 2 replies

Hi everyone, 

I’d like to send a CSAT rating when a ticket (not a conversation is closed) is there any way to set this up?

I tried something with the custom bot but unfortunately it doesn’t work because I guess of this rule “ The conversation includes at least one message from both the customer and a teammate" and in ticket there is currently no interaction (messages). 
Or maybe I’m wrong and conversation rating can only be triggered for conversation and not ticket? 
I’d appreciate your help!
Thank you


Best answer by Racheal 23 May 2023, 03:57

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Userlevel 4

Hey @User1349 Racheal from the support engineer team here👋 


You can do this using the Teammate changes the state of a conversation trigger you’ll just want to check for a Ticket Type in order to prevent it from triggering on conversations:

You can read more about this trigger here! 

Thanks Rachel, I’ll try this 👍