Ticket closed state trigger CSAT survey.....challenge | Community
Skip to main content
Question

Ticket closed state trigger CSAT survey.....challenge

  • February 11, 2026
  • 2 replies
  • 9 views
G

I currently have a custom workflow where when a conversation is set to Closed that a CSAT survey is sent out.  No problem here.

Now I want to instead send out that CSAT survey when a teammate changes the ticket state to Closed. 

In creating a workflow for this, I have a “If teammate changes the state of a ticket” trigger in there first, but I only want the path to execute if the ticket state becomes Closed.  I tried putting an Apply Rules element into the path, and a rule where the condition is ‘Ticket state is Closed’, but the ‘Ask for Conversation Rating’ action is not available, and the rule requires an action.

Can I just add any action, then add the CSAT step, and have the workflow send out the CSAT only when the ticket state is changed to Closed by a teammate?  Or is there a different way this workflow needs to be set up?

 

 

    2 replies

    G
    • Gary Rensink
    • Author
    • New Participant
    • February 11, 2026

    Ok, I did figure this out.  I needed a Branches step/element first after the trigger one, configured one branch to finish the path and send the CSAT, and the other just to end the workflow.  Seen below;

     

      Christopher Boerger
      Forum|alt.badge.img+1

      Nice solve with the Branches approach — that's the cleanest way to handle conditional logic in workflows.

      One thing to consider: you might want to add a short delay (15-30 min) before the CSAT email fires. Gives the customer time to confirm the resolution actually worked before you ask them to rate it. Immediate surveys can catch people before they've validated the fix.

      Also worth checking: if you have conversation-level CSAT enabled separately, make sure you're not double-surveying the same customers on ticket closes.

      Ready to simplify your support? Let's Talk. https://dot2.solutions/
      Terms & ConditionsAccessibility statement