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.