Customer satisfaction (CSAT) surveys
Customer satisfaction (CSAT) surveys ask the person you helped how it went, a couple of hours after their ticket is resolved. You get a rating out of 5 and an optional comment, attached to the ticket.
How it works
When you resolve a ticket, nothing is sent immediately. A survey goes out between 2 and 48 hours after the ticket was resolved.
The 2-hour delay is deliberate. It keeps the survey from arriving on the heels of your "resolved" email, and it leaves 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.
Each ticket is surveyed at most once, ever. Reopening and re-resolving does not trigger a second survey.
Turning it on or off
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 the same way your other customer email is: your workspace name, your brand colour, and your sending domain if you have one set up.
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 rather than in a separate report.
Customers who talk to you through the chat widget can also be asked in the widget itself rather than by email.
Reading the results
Your dashboard shows a CSAT tile with your average score, and each rated ticket carries its own score and comment. Because the rating is stored on the ticket, you can see exactly which conversation produced a low score and read the whole thread around it.
When a survey is not sent
A survey is skipped, quietly and without failing anything else, when:
- Surveys are switched off for your workspace
- The ticket has no customer email address to send to
- The ticket was resolved more than 48 hours ago
- The ticket has already been surveyed
A note on response rates
Two hours after a resolution is the moment a customer still remembers the interaction. Surveys sent days later mostly measure who is diligent about their inbox. If you want more responses, resolve tickets promptly rather than chasing the survey itself.