Zendesk Recipe: Close tickets 10 minutes after CSAT is offered

Viktor

April 29, 2025 09:24 Updated

Follow the guide to install the Delayer app from Zendesk marketplace if you have not done so previously.
For this action to work properly, you'll need to first mark tickets where CSAT was provided with a tag. In this guide, we'll be utilizing the "csat_offered" tag that was used in the Zendesk Recipe: Send the CSAT survey 10 seconds after the ticket is solved article.
Create a trigger with the following Conditions and Actions. We want it to trigger when a messaging ticket's status is updated to Solved, and a CSAT survey was previously offered in it:
```
{
    "add_tag": "csat_close",
    "delay": 600,
    "ticket_id": "{{ticket.id}}"
}
```
where
add_tag is the tag to be added to the ticket.
delay is the delay in seconds.
{{ticket_id}} is a placeholder for the ticket's ID.

You can see the list of Zendesk placeholders here:
https://support.zendesk.com/hc/en-us/articles/4408886858138-Placeholder-reference-for-business-rules
Save the resulting trigger.
Create a second trigger with the following Conditions and Actions:
Save the resulting trigger.

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