@davecarty Thank you for submitting your question to our community!

I just tested this, and it looks like it should NOT count as an activity. 

Thanks @Kathryn Carter. Unfortunately, that’s the opposite of what I was hoping to hear.

I am trying to generate an email to the assigned agent when a ticket receives feedback. I was experimenting with a Scheduled Rule that would send an email to the Agent when Activity occurred yesterday on the ticket AND the Survey ranking was between 1 and 5 stars.

Do you know of another way to accomplish this?

@davecarty I will preface this by saying I have not tested this but…

When they updated yesterday, and they have the survey results, send an email to the assigned agent. I think this should work. 

Just sharing what my final solution was for providing Feedback to Agents.

• The Survey is available to requestors for 6 days.
• If the ticket was closed in the last 7 days AND it has a Survey Score AND it doesn’t have the tag “Feedback”, an email is sent to me and the Agent at the scheduled time.
• When the email is sent, a “Feedback” tag is also added to the ticket so the email is not sent again the next time the rule runs.
• Agents must be granted the right to Manage User Satisfaction Surveys.
  • However, as long as you don’t grant the right to “Manage Apps & Integrations”, Agents will only be able to view survey results, not manage them.

    

     

@davecarty Thank you for sharing your end result!