Customer Satisfaction Surveys (CSAT)

A CSAT is an email survey, usually sent after a ticket is solved or closed, presented as a two-way choice. The contact picks Good, I’m Satisfied or Bad, I’m Unsatisfied, can leave a comment, and lands on a thank you page.

Results appear in the Ticket CSAT Report. CSAT Score is available as a ticket list view filter under a Ticket CSAT section, filterable to Good or Bad and displayable as a column, as is CSAT Comment.

Limits

⚠️ Plus plans have no access to CSATs at all. Professional and Enterprise administrators can create an unlimited number.

⚠️ One response per CSAT. A contact who has already rated a ticket and clicks the link again lands on the thank you page instead.

The default CSAT cannot be deleted.

Creating a CSAT

1. Go to System Settings > CSAT Surveys and click Add Survey.
2. Enter the Survey Name and click Save.
3. Customer Satisfaction Survey Details holds the name and the Active checkbox, edited through Edit.
4. Edit Criteria holds two mandatory sets that cannot be removed: Status equals Solved or Status equals Closed, and Hours since Solved or Closed equals a numeric value, defaulting to 24. Add more with Add a Filter Row, and use Add Filter Logic to govern how they combine. Click Save Criteria.
5. Customer Satisfaction Survey Email: pick a language, enter a subject line, and write the email. Enterprise customers can add languages at System Settings > Languages.
6. Click Save Template.

Five merge fields are recommended in the email:

{{ticket.contact.first_name}} {{ticket.agent.first_name}} {{ticket.subject}} {{ticket.portal_name}} {{CSAT.rating_section}}

⚠️ Never remove {{CSAT.rating_section}}. It is the field that collects the rating. Without it the email goes out but no response can be recorded.

Insert Field adds further merge fields. Restore to Default returns the template text. Unpublish all other translations of this template is checked by default.

To edit or delete a survey, use the three-dot menu and select Edit This Survey or Delete This Survey.