Users can't opt-out of email surveys

Problem reported by Nathalie V - 6/29/2015 at 5:10 AM

Resolved

SmarterTrack 10.x

The surveys users get after their ticket is closed has a link where they can change their settings:

"You're receiving this because you are a registered user of xxxxxxx. You may change email notifications in My Settings."

However, the settings area has no where to opt-out of surveys. The Email Settings only pertain to community settings (subscribing to threads, sending digest emails, sending email for new comments"

There is nothing about email settings for surveys.

We've had multiple users request to opt-out of survey emails, and since the default footer indicates there should be a way for users to do this, please advise how/where?

Thank you

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Steve Reid Replied

6/30/2015 at 7:26 AM

This is very important for Canadian users also. It is now law that a direct opt out link is contained within any automated email sent out.

Michael Woffenden Replied

11/21/2017 at 1:09 PM

Here in the U.S., the CAN-SPAM Act: A Compliance Guide for Business is quite clear that, and I quote, emails "must include a clear and conspicuous explanation of how the recipient can opt out of getting email from you in the future".

Oh, and it's not a suggestion, it's the law.

Andrea Free Replied

2/13/2018 at 10:54 AM

Employee Post

Hi Nathalie,

In SmarterTrack 13.1.6600, users can now find an option on the Portal at My Settings > Email Settings for opting out of surveys: "Email surveys for closed tickets". You can modify the text of the "Survey" email template as needed to add a link to that section of the Portal.

I hope this helps!

Andrea Free SmarterTools Inc. 877-357-6278 www.smartertools.com

Gianluca Pagliarulo Replied

7/28/2021 at 11:09 PM

We are also interested in an "unsibscribe" feature.

If the surveys are offered to customers who do not have a customer account with Smartertracks, how can they unsubscribe from the surveys? This is necessary for us because we have to comply with the privacy policy of the country.

Setting up a separate department for the non-registered users, and configure this department not to send surveys on ticket close is not really practical.

We only want to "blacklist" mail addresses from non users, when they want to unsubsribe from the surveys.

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