When a spam case comes in, or someone incorrectly emails support, you dont want to send out a customer satisfaction survey. It will likely skew our numbers one way or another.
Simple! Just add a tag.
All you need to do is add a tag called nosurvey and the CSAT automation will not fire off an email about the survey.
What if that Steve guy uses this to hide all the angry customers that dont like him?
Well, Steve also has a nice view created to look up every single case that has nosurvey tagged: https://scorpionsoftwarecorp.zendesk.com/agent/#/filters/44420353
If somebody wants, they could also configure an automation email to go out to Dana / David whenever a case gets closed that has this tag.