duplicate CSAT ratings on the same ticket
ART-1979_KNOWLEDGE_NODE-59
duplicate tickets transfer to the primary ticket.\n* The older messages and attachments on the duplicate ticket remains within the duplicate ticket post merge.\n* Any new customer message on duplicate tickets post merge sync to the primary ticket.\n* Duplicate tickets remain accessible through the **Linked Objects** section of the primary ticket.\n* CSAT triggers only for the primary ticket resolution.\n* Merge actions cannot be reversed, and merged tickets cannot be merged again.\n\nFollow up
Tickets | Computer for Support Teams | DevRev
ART-2011_KNOWLEDGE_NODE-28
only once per ticket** toggle.\n10. If you want to automatically send CSAT surveys when tickets reach the *Resolved* stage, keep the **Trigger the CSAT survey based on configured rules** toggle turned off.\n11. If you want to send CSAT at a specific ticket stage, turn the **Trigger the CSAT survey based on configured rules** toggle on and set up a custom workflow with the following configuration:\n\n| **Component** | **Details** |\n| --- | --- |\n| Trigger | Update Ticket |\n| Stage Control |
CSAT on ticket | Automate | Snap-ins | DevRev
ART-2011_KNOWLEDGE_NODE-27
from the customer along with the scale rating, ensure that the toggle for **Additional Feedback Request** configuration is enabled.\n6. Write a query for the customers after the survey is populated in **Survey query**.\n7. Write a message for the customers after the survey response is submitted in **Survey response message**.\n8. Specify the time for the survey to expire (in minutes) in **Survey expires after**.\n\n   ![]()\n9. If you want to send the survey only once, enable the **Send survey
CSAT on ticket | Automate | Snap-ins | DevRev