How to Prevent an Automation From Sending a Survey Before a Case Is Resolved

A survey may be sent when a ticket is closed automatically even though follow-up work remains or the customer’s issue has reopened. Timing can skew feedback and frustrate customers.

What to check

Check survey trigger conditions, current case state, reopen events, delayed integrations, and survey queue. Test cases that reopen before and after the survey is scheduled.

Recommended next step

Confirm final resolution immediately before sending and cancel surveys for reopened or pending work. Document which states count as resolved and validate notification timing.

How Informatix Systems can help

Informatix Systems provides workflow automation and customer experience services. We can assess the affected environment, narrow down the failure, and help plan a practical correction. Contact us with the system involved, when the issue began, and non-sensitive error details.