How do CSAT surveys work, and when does a customer get asked for a rating?

CSAT surveys ask the person you helped how it went, a couple of hours after their ticket is resolved. Here is how they work:

Timing: when you resolve a ticket, nothing is sent immediately. A survey goes out between 2 and 48 hours after the ticket is resolved. The 2-hour delay keeps the survey from arriving right on top of your resolved email and gives the customer room to reply or reopen if the fix did not land. The 48-hour ceiling means tickets you close in an old backlog are never surveyed retroactively.

Frequency: each ticket is surveyed at most once, ever. Reopening and re-resolving does not trigger a second survey.

What the customer sees: the email asks for a rating from 1 to 5 with a short comment box. They can answer straight from the email, and the reply lands back on the ticket so you see the score in context. Customers who talk to you through the chat widget can also be asked in the widget itself rather than by email.

Control: go to Surveys in your dashboard. Surveys are a per-workspace setting, so turning them off stops all CSAT email for your desk. The survey email is white-labelled like your other customer email (workspace name, brand colour, sending domain).

Results: your dashboard shows a CSAT tile with your average score.