Outcome. A chat-originated ticket gets a satisfaction survey scoped to the chat experience, separate from the general CSAT send used for email and form tickets, so the team can compare chat quality on its own.
Workflow map
Enrollment, branches and actions at a glance
tickets-sla-022
flowchart TD
A[Ticket status = Closed, source = Chat, not spam/test, not sent before] --> B[Send chat CSAT survey to requester]
B --> C[Set chat_csat_sent_date]
When to use it, when not to
- UseUse it when chat is a meaningful share of ticket volume and the team wants channel-specific CSAT numbers, not one blended score across every channel.
- UseUse it alongside tickets-sla-004, restricting that workflow to non-chat tickets so the two do not both send a survey to the same ticket.
- SkipDo not use it if chat volume is too low to produce a meaningful separate score; one blended survey from tickets-sla-004 is simpler and enough.
- SkipDo not use it if your survey tool cannot distinguish which survey to send by channel; check that a second, chat-specific CSAT survey actually exists before building the workflow around it.
The preview ends here. Six sections are in the library.
counted, not blurred
PrerequisitesEvery property with its label, internal name, type and options, plus the assets the workflow needs before you start.5 items
EnrollmentThe trigger, the criteria exactly as they are ticked in the UI, the re-enrollment rule and the suppression list.4 parts
StepsEach action in order with its parameters, its branches and its delays, written as you tick them.2 numbered actions
Known pitfallsTraps seen in production, each with what breaks and what to do instead.4 pitfalls
Test plan, variants and build specHow to prove it works in a test portal, where to look when it does not, the variants for other objects or tiers, and the YAML build spec.3 variants, 3 sections
FilesThe properties JSON creates the fields in one API call, the workflow JSON documents the build.PDF, Markdown, JSON
Install1 click. The installer creates the properties this spec declares and the workflow itself, switched off, then opens a task for the prerequisites that are assets rather than properties, such as a team, a static list or a marketing email. What it created is listed on the install page.1 click, switched off
Unlock the full library,
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or the tickets and sla pack, 39 EUR
One-time, excl. VAT. 30-day refund, no questions asked. Founding prices until 31 October, then 199 and 59 EUR. Includes every spec added later, up to the full 500, and the one-click installer on the full library. Building on client portals? The agency licence at 449 EUR covers unlimited client portals.
