Unsubscribe from Surveys Button/link
Hi,
Some of our customers are asking to be removed from the survey unfortunately there isn't an "Unsubscribe" option currently in tickets going to end users unless the Agent/Admin manually uses the no_survey tag.
We've recently found out some of our customers are silently leaving us due to the survey after each ticket. Obviously if they don't tell us we don't know but I think having a link/button giving the end user the option to have this tag automatically applied on their profile once the link/button is clicked would be a great feature.
Having this option in a ticket update or in the survey it's self would be great :)
I tried to add a link at the bottom of our tickets going out and it generates a new ticket "Satisfaction/Survey Unsubscribe" and this puts the no_csat & no_survey on the ticket unfortunately not on the end users profile.
Thanks.
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安德鲁Jones- I can suggest you the below as a workaround. We know for a fact that Customer Satisfaction survey is very much needed for every company but with your scenario we really don't want our customer to leave us just because they are receiving the survey.
You can create custom user field with the selection/dropdown of CSAT survey (Yes/No) then bulk update the user via csv. Once the tag has been added to their user profile you can then exclude this in the CSAT automation. -
Hi Andrew,
I'd be interested to know how you create the link at the bottom of the ticket? I want to implement something similar.
Once there is a tag associated with a ticket is it not possible to run an automation to check for the unsubscribe tag and update a User Field to unsubscribe?
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HiJahn Bronilla, The surveys are a great idea which we do use but some of our customers don't want it and sometimes they silently leave us because of it so if they had the option to opt out it would help.
I did try the custom user field and it did work but I could only apply 1 tag to the tickbox i created unfortunately we use tags no_csat & no_survey which have to applied manually.
If we could apply multiple tags that would be a massive help as seen here we can't.
HiJames Clark, I had to create a trigger firstly and create an additional email for our Zendesk "unsubscribe@ourdomain.zendesk.com"
View conditions.
And in addition the below text was added to the "Request customer satisfaction rating (CSAT) automation.
This is a similar email it was added to previously
When the customer sends in the ticket it creates a new ticket under a view "Unsubscribe" where we can apply the tags it's just a shame they can't be automatically applied without the agents manually doing it.
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Hey mate安德鲁Jones- I think you can do this instead and I actually tested it in my test account.
1.2创建自定义用户字段(复选框)
-No CSAT (no_csat)
-No Survey (no_survey)
2. Created trigger to fire whenever a user/customer click the unsubscribe link in the ticket.
3. Amend the CSAT Automation. I have added the in the conditions the below:
-No Survey>is>Unchecked
-No CSAT>is>Unchecked
This is to avoid the manual addition of agents of tag for each user profile. Let me know how it works for you. -
HiJahn Bronilla
Well must say that worked perfectly.
Just adjusted the automations & triggers and tested it using a test account and worked perfectly fine.
I'm going to test it a couple more times then I'll roll this out on our main platform.
Thanks for the help on this it's greatly appreciated :) -
Glad to hear that mate安德鲁Jones.
3. Amend the CSAT Automation. I have added the in the conditions the below:
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