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how to automate emails to requesters for negative csat surveys navigate to the admin tab go to workflows click on automations then tickets and then ticket updates click on new rule and give it a name now lets work on the rule assume this condition requesters can receive an email when they rate your support with a negative csat to do so under when an action is performed by choose requester then under involves any of these events choose customer feedback is received in the drop down next to that choose extremely dissatisfied if you want to add another rating click on add event and choose from the drop down next under on tickets with these properties choose match any of the below then select if source is email from the drop down in perform these actions choose send email to requester give your email a subject and description preview the rule and click on save and enable now this rule will work whenever someone rates your support with a negative csat and thats how you set up a rule to r
