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To automate email notifications for negative CSAT surveys, navigate to the admin tab and select workflows. Click on automations, then on tickets followed by ticket updates. Create a new rule, naming it appropriately. Set the condition for requesters to receive emails when they provide negative CSAT feedback. Under "when an action is performed by," select requester, then choose "customer feedback is received" and pick "extremely dissatisfied." To add additional ratings, click on "add event." Choose "match any of the below" and set the source to email. In "perform these actions," select "send email to requester," specifying a subject and description. Preview the rule, then save and enable it. This sets up the automation for negative feedback.
