A CSAT survey asks customers how you did once their ticket is closed. It's one click for them, and it gives you a satisfaction score per desk and per agent. Surveys are set per help desk and are off until you switch them on.
Switching surveys on
- Go to Settings → Help Desks, pick the desk, and open the Settings tab.
- Turn on CSAT surveys (Send satisfaction surveys when tickets close).
Do this for each desk you want to survey.
When a survey is sent
When someone on your team closes a ticket on that desk, the customer is emailed a short survey:
Hi Peter,
Your recent request "Delivery delayed" (HD-1182) is now closed.
Would you take 10 seconds to tell us how we did? …
Rate your experience: (link)
It's sent from the desk's mailbox, with the desk's name as the sender.
The survey goes out as soon as the ticket is closed. If you close a ticket and then click Undo, the ticket reopens, but a survey that was already sent isn't recalled (and the ticket won't be surveyed again later).
A survey isn't sent when:
- you close the ticket with Silent close (Close without notifying the requester). Use this for spam, duplicates, or tickets the customer doesn't need to hear about;
- the ticket has already had a survey. Each ticket is surveyed once, even if it's reopened and closed again;
- the same customer was sent a survey in the last 7 days, so people who write in often aren't pestered;
- the desk has no mailbox connected;
- it's a live chat that was ended in the chat widget. The widget asks the visitor for a rating itself instead.
During a free trial, survey emails count towards the 50-emails-a-day sending limit.
What the customer sees
The link opens a page titled How was your experience?, showing the ticket number and subject. The customer:
- Taps a star from 1 to 5: Hated it, Disappointing, It was OK, Good or Loved it.
- Optionally adds a comment. The prompt changes with the rating, for example We're sorry — what went wrong? for one star.
- Clicks Submit feedback and sees Thank you!
No sign-in is needed. Each survey can be answered once; opening the link again just shows the thank-you message.
Seeing the results
Ratings appear under Reports → CSAT:
- CSAT score: the share of ratings that were satisfied (4 or 5 stars).
- Avg rating out of 5, the Response rate, Surveys sent, and Bad ratings (1 to 3 stars).
- A trend over time, CSAT by helpdesk, CSAT by agent, and Recent bad ratings with their comments, so you can follow up.
Each agent's score also shows in the CSAT column of the Agents report. See Reports and analytics: response times, resolution and volume.
Why am I not getting any ratings?
- Check CSAT surveys is on for the desk the tickets are on.
- Check the desk has a Connected mailbox (Channels tab).
- Tickets closed with Silent close never get a survey.
- Customers surveyed in the last 7 days are skipped.
- Many customers simply don't answer; the Response rate tile shows how many do.
Related: Reports and analytics: response times, resolution and volume · Understanding ticket statuses