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Satisfaction surveys

Email requesters a one-to-five rating when their ticket is resolved, and see the results in Insights.

Project → Settings

A satisfaction survey (CSAT) asks the requester how you did once their ticket is resolved: a rating from one to five stars and an optional comment. The answers show up in Insights, on dashboards and on each requester's record, so you can see which teams and agents are helping.

Turn surveys on for a project

  1. Open the project and go to its Settings.
  2. In the Customer satisfaction section (named after your workspace's word for requesters), turn on Email customers a satisfaction survey when their ticket is resolved.
  3. Save.

Surveys are set per project; there is no workspace-wide switch. The project lead, Owners and Admins can change it.

The survey goes to any resolved ticket in the project that has not had one yet, not only tickets resolved after you turn it on. Expect older resolved tickets to be surveyed too.

When the survey is sent

A background job checks every few minutes, so the email arrives within about five minutes of the ticket reaching a final status. A ticket is surveyed only when:

  • surveys are on for its project;
  • it has a linked requester with an email address;
  • the sender is verified (an unverified sender gets nothing until an agent vouches for them);
  • it has not been surveyed before. Each ticket gets one survey, even if it is reopened and resolved again.

The email reads How did we do on followed by the ticket key, and has a Rate your experience button.

What the requester sees

The button opens a public page titled How did we do? with the ticket key and title. No sign-in is needed.

  1. Choose one to five stars. A rating is required.
  2. Optionally fill in Anything you'd like to add? (up to 2,000 characters).
  3. Choose Submit feedback. The page thanks them.

A survey can be answered once. Opening the link again shows that feedback was already shared. The link does not expire.

Where the results appear

  • Insights: the satisfaction card shows the average rating, the response rate and how the ratings spread from five stars to one, across all time. The CSAT responses panel lists each answer, filterable by comment, rating and agent, with links to the ticket and requester. CSAT by agent breaks the average down per agent.
  • The CSAT tile in the health row on the home page, project overview and Insights.
  • The CSAT widget on dashboards.
  • The report builder measure Average satisfaction (1–5).
  • A CSAT tile on each requester's record.
  • The Insights CSV export, as average rating and response rate.
A rating counts toward the ticket's current assignee, not whoever had it when the survey was answered. If you reassign a ticket, its rating moves with it. The rating is not shown on the ticket itself.

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