October 12, 2026 · 1 min read
A ticket closes, your workflow rule fires a CSAT survey, the client replies to add "one more thing," the ticket reopens, you close it again — and now that same client has gotten two, three, sometimes four survey requests for what felt like a single interaction to them. They start ignoring your surveys entirely, and your response-rate numbers take the hit.
This isn't an edge case. Any MSP running a workflow rule off "Status = Complete" will hit it constantly, because clients reply to "fixed" tickets all the time — to say thanks, to report it's not actually fixed, or to ask a related question that gets lumped onto the same ticket number.
Autotask workflow rules fire on ticket events, not on ticket states. An Autotask workflow rule triggers when something changes, not because something merely "is."
InsideLoop embeds a one-click satisfaction survey in your ticket-close emails, writes ratings back to the ticket, and alerts you the moment a client is unhappy.