For a number of reasons, you might want to exclude particular users from being sent satisfaction survey requests.
In Deskpro, satisfaction survey requests are sent using an Escalation.
![Screenshot 2023-08-01 154258.png](https://support.deskpro.com/file.php/31025168WNDMQWMYDSWBYHP0/Screenshot-2023-08-01-154258.png)
As you can see, the default built-in escalation does not allow for custom criteria which are integral in allowing for selective survey requests - so it is necessary to create a custom escalation:
Under Admin > Business Rules > Escalations, click + New.
Determine the Event properties for sending the request. In this example, we've selected the same properties as the default Escalation.
Save the Escalation, so you can return to it in a moment.
Under Admin > Ticket Structure > Ticket Labels, click Add.
![Screenshot 2023-08-01 154825.png](https://support.deskpro.com/file.php/31025243HPZWBPYJAYYSBBJ0/Screenshot-2023-08-01-154825.png)
Create a new Label, titled something like 'Do not send survey'.
![Screenshot 2023-08-01 154939.png](https://support.deskpro.com/file.php/31025259JYBBHBSPKNRAMGY0/Screenshot-2023-08-01-154939.png)
Return to Admin > Business Rules > Escalations, and click on the unfinished Escalation.
Under Criteria, add criteria, and select Ticket Labels - does not contain - 'do not send survey'
Under Actions, add action, and select Send User Email - Ticket Rating Request
Click Save
Then go back and disable the default Escalation.
Now whenever you would like to exclude a ticket from being sent a Satisfaction Survey request, simply attach the “Do not send survey” label to the ticket.
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