How do I send the Rating Email only for certain queues?

This post will show you how to send the rating request email for tickets in specific queues only. For this to work you would need tickets to be queued correctly so the rating email will be sent to the desired user base.
1. Set up queues for tickets. For example, customer support, technical support, sales, marketing. 

  1. Turn OFF the ticket rating entirely in the helpdesk. Go to Admin Settings and then Helpdesk Configuration. Scroll down to the Email Settings section and then turn OFF the setting for "Send rating reminder email".

  2. Next step, would be to recreate the rating request email using an Automation. Go to Admin Settings > Automations, create a new automation:
     - Filter by: Queue = (select queues you want to send the rating email to) and Status = Solved
     - Choose the Automation Actions: Send Email. Add the 'ticket submitter' variable as the recipient.
     - Create the email you want to send.
     - In the body of the email, make sure to add the variable for the rating link in the email. Click on available variables. This will produce a pop-up. Look for the variable for rating email then click "Insert".

  3. At the end of the automation, mark the check box to run the automation only once per ticket

  4. Mark the check box to send the email only to tickets created after the automation is enable, meaning future tickets.

    1. Save the automation
      Now you will have an automated email sent to the ticket submitter when a ticket has been solved in the selected queues. When the user rates the ticket, it will automatically close the ticket at the same time.