We have just added a new setting capability to the service desk section in our setup.
You are now able to define with better granularity the categories of incidents to which you wish to send customer satisfaction surveys.
There are now three options: Do not send any surveys; send to all categories; and send to a selection of categories - see following screenshot:
When choosing the 3rd option - you can select individual categories - see following screenshot:
A good example of when this could be used would be to disable sending the surveys to internal categories of incidents, where the requester is a member of the support staff. Another good example would be for certain scheduled service requests which could often be automated processes - such as ordering office supplies.
At your service,
The Samanage Team