My customers are getting the SS before the closed ticket details arrive informing them what the solution was and then they are not bothered with reading the details.  Is there a way to Delay the Satisfaction survey or modify when it is sent at all?

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I don't believe there are any settings on the front end that you can make. All of that is handled in the back end when sending out emails for that. You might want to email support to see if they have anything in the back end they can do. 

You can actually turn it off if you don't want to use it and then just point them to the user portal to fill out the survey in their ticket in the closed email sent. 

Answered 01/31/2013 by: nshah
Red Belt

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Being creative with the configuration might get the results you want. Here is one suggestion:

1) Hide Status field from your users (in the Ticket Layout table).

2) Don't send an email to the users on close, instead send it on Resolution. Have your Owners enter the resolution and click Save.

3) Then have your owners change the status to Closed.

The responses are sent out in the order that you would expect them to be.

Alternatively, you could create an additional Status that indicates the ticket is closed if you are emailing them on all status changes that doesnt change the state and trigger the closed sat survey email. (Still would not send them the email on closed... because then they would get two. You could write a ticket rule that runs daily that changes the status from fake closed to real closed and triggers the survey to be sent.)

Answered 03/11/2013 by: pwonson
Senior Yellow Belt

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