Satisfaction surveys (CSAT)
Customer satisfaction (CSAT) surveys ask a customer, after their ticket is resolved, to rate the support they got — thumbs-up or thumbs-down. The ratings tell you where support is working and where it isn’t, and feed your reporting.
How it works
When an agent marks a ticket Solved, Helpdesk asks the customer to rate it. Their response is recorded on the ticket and rolls up into your satisfaction metrics.
CSAT is configured per brand, per channel, so you can run it differently for email and chat.
Email tickets
Under Settings → Channels → Email Ticketing → your brand → CSAT:
- Enable the survey for the brand.
- Set the delay — how long after resolution the survey email is sent (default 24 hours), so it lands once the customer has had a moment with the resolution.
Chat tickets
Under Settings → Channels → Web Widget → your brand → CSAT (see Widget settings):
- An in-widget prompt asks for the rating right in the chat, with customizable prompt text.
- An email fallback sends the survey by email if the visitor ignores the in-widget prompt, after a delay you set.
Reading the results
Satisfaction shows up in reporting alongside volume and resolution times — a drop in CSAT next to rising SLA breaches usually points to where service is slipping.