Overview
You might think of configuring the satisfaction survey so that it is sent out at a certain number of days or hours after the ticket is closed instead of sending it right away. This article provides the answer to this query.
Information
Sending the satisfaction survey is linked to ticket statuses. From the Admin Panel > Tickets > Statuses, you have the option to configure which status would trigger the survey - typically tied to the "closed" status.
This means that if the option is selected (see screenshot below) and the ticket is changed to this status (i.e., closed), an email will be sent to the user asking for their rating and feedback.
If you want the survey to be sent out, say after the ticket has been closed for 72 hours, unfortunately, it's not possible. The survey behavior cannot be altered or customized because it's automatic - when the ticket status it's associated with is changed, it will be triggered right away.
What we do recommend is to use an "auto-close" rule. Using auto-close rules, you can have Kayako Classic automatically change the ticket status if it has been inactive for a certain length of time. Let's say you want to give your customers a chance to respond to either confirm the resolution or ask them if they need anything else before you send out the survey, the auto-close rule can be set to allow a certain length of time (i.e., 72 hours) before the ticket is marked as closed.
To learn more about auto-close rules, visit the Resolving Tickets Automatically Using Auto-Close Rules article.
