Upon creating a new ticket Zendesk will automatically copy over the tags of the end-user to the ticket tags.
This means that after activating the sync latest rating and sentiment to customer's tags integration you might end up with Simplesat tags on tickets that haven't received a rating yet if those tickets come from end-users that have previously left feedback on a different ticket.
There currently isn't a way to disable this in Zendesk, but there's a workaround which involves setting up a trigger in Zendesk that automatically removes any Simplesat ratings from new tickets.
If you don't want Simplesat tags to automatically copy over from end-users to new tickets then here's what you need to do:
Start off by going to your Zendesk admin panel. Then navigate to objects and rules > business rules > triggers.
Create a new trigger with the following settings. (you can copy and paste all tags at once)
Name: Don't inherit Simplesat tags from end-user to ticket
Conditions: Meet ANY of the following rules
Tags | contains at least one of the following | simplesat_nps_0 simplesat_nps_1 simplesat_nps_2 simplesat_nps_3 simplesat_nps_4 simplesat_nps_5 simplesat_nps_6 simplesat_nps_7 simplesat_nps_8 simplesat_nps_9 simplesat_nps_10 simplesat_sentiment_positive simplesat_sentiment_neutral simplesat_sentiment_negative simplesat_ces_1 simplesat_ces_2 simplesat_ces_3 simplesat_ces_4 simplesat_ces_5 simplesat_ces_6 simplesat_ces_7 simplesat_csat_1 simplesat_csat_2 simplesat_csat_3 simplesat_csat_4 simplesat_csat_5 simplesat_5-star_1 simplesat_5-star_2 simplesat_5-star_3 simplesat_5-star_4 simplesat_5-star_5 |
Actions:
Remove tags | simplesat_nps_0 simplesat_nps_1 simplesat_nps_2 simplesat_nps_3 simplesat_nps_4 simplesat_nps_5 simplesat_nps_6 simplesat_nps_7 simplesat_nps_8 simplesat_nps_9 simplesat_nps_10 simplesat_sentiment_positive simplesat_sentiment_neutral simplesat_sentiment_negative simplesat_ces_1 simplesat_ces_2 simplesat_ces_3 simplesat_ces_4 simplesat_ces_5 simplesat_ces_6 simplesat_ces_7 simplesat_csat_1 simplesat_csat_2 simplesat_csat_3 simplesat_csat_4 simplesat_csat_5 simplesat_5-star_1 simplesat_5-star_2 simplesat_5-star_3 simplesat_5-star_4 simplesat_5-star_5 |
Finally click create to save your trigger.