Outcome. A contact who closes several tickets in a short window gets asked for feedback once, not every single time, so response rates stay meaningful instead of dropping from survey fatigue.
Workflow map
Enrollment, branches and actions at a glance
tickets-sla-039
flowchart TD
A[Ticket status becomes Closed] --> B{last_csat_sent_date unknown or 14+ days ago?}
B -->|yes| C[Send CSAT survey]
C --> D[Set last_csat_sent_date = now]
B -->|no, sent recently| E[Skip survey, add to CSAT skipped list]
When to use it, when not to
- UseUse it once tickets-sla-004's CSAT-on-close survey is live and the contact base includes people who open multiple tickets close together, for example during an onboarding period or an incident affecting several small issues at once.
- UseUse it when survey response rate is a metric the team actually watches; fatigue-driven non-response quietly lowers response rate and biases the responses you do get toward people who did not mind answering twice.
- SkipDo not use it if most contacts only ever open one ticket in their lifetime; the suppression logic adds complexity for a scenario that barely occurs.
- SkipDo not use it as a way to avoid asking about a genuinely separate, unrelated issue; a fatigue guard tuned too aggressively (a long suppression window) can mean a contact never gets asked about a real second problem.
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.2 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.4 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.
