CSAT surveys and reading the results

When CSAT is enabled, closing a ticket sends the customer a short survey by email. They pick a rating and can leave a comment; answering takes a few seconds and needs no account.

Responses come back into your dashboard linked to the ticket, so a low score always has context you can read.

Two habits make the data useful. Close tickets promptly, because a survey sent days after the fact gets ignored, and read the comments rather than only the average: the written sentences tell you what to fix, the number only tells you whether it got better. CSAT is available on the plans that include quality features; the switch lives in your workspace settings.

Step by step

1. Open Settings and turn the satisfaction survey on for your workspace.
2. Close a ticket as you normally would; the survey goes out with the closing e-mail.
3. Open Reports to see the average score, the number of answers and the response rate for the period you choose.
4. Click through a score to the ticket behind it when you want the full conversation.

Good to know

• One survey per ticket. Reopening and closing a conversation again does not spam the customer.
• Answers are anonymous to nobody: each score is linked to the ticket and the agent who handled it, so use the data to coach, not to punish.
• A response rate around one in five is normal. Judge trends over a month rather than reacting to a single bad day.
• Scores and comments are included in the CSV export and in scheduled reports, so you can share them outside the tool.

Sometimes a survey would be noise — a merged duplicate, a test ticket, a conversation the customer already rated informally. For those cases pick "Close without notification" in the status menu: the ticket closes as usual, but no survey email goes out.