Completely agree - we have lots of use cases where satisfaction surveys are sent to internal departments, which is unnecessary.
It is equally frustrating when they then provide a rating, simply because they can - as it is affecting our overall results.
I'd love to be able to send to all, but with exceptions i.e. spam or internal
4 months ago
We do have the option to send out surveys based on certain events. The Ticket Update ( Observer ) automation can be used to define the events that should trigger the email and the email would have the placeholder for the survey. To discuss your use-case at length, drop an email to email@example.com and we'd be happy to help.