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Hi, by design, the customer satisfaction survey will not be sent when the ticket is created by an agent.
However, in my experience, the agent often has to create a ticket on behalf of the user, when they call or pass by the desk. In these times, the agent creates the ticket and edits the contact.
To include these cases, I'm suggesting that the satisfaction survey still go once the contact is not an agent vs. on the current criteria.
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