Feedback & CSAT

Configure when customer satisfaction surveys are sent and review recent responses. View all responses →

0 Sent (7d)

0 Responded

0% Response rate

— Avg rating

— CSAT

Send rules

Enable CSAT feedback system

Send when ticket reaches

Send delay (hours)

Exclusions

Tickets matching any of these criteria will not trigger a CSAT survey. Drag the bottom edge of each box to resize it.

Skip tickets with these priorities

● Critical ● High ● Medium ● Low

Skip these ticket types

No ticket types configured.

Minimum tickets per company before surveying

Companies with fewer total tickets than this won't receive surveys (0 = no minimum).

CSAT Survey — Customise Content

Rating buttons

Each rating has an emoji and a label. The emoji renders as a text character — it works in all email clients.

😞 Terrible

😐 Poor

😊 OK

😄 Good

🤩 Excellent

Ratings go from 1 (lowest, first row) to 5 (highest, last row).

Email subject line

Supports {ticket_number} and {ticket_title}.

Email main heading

Email sub-heading

Supports {ticket_number} and {ticket_title}.

Note below rating buttons

Comment prompt 1 — positive

Comment prompt 2 — improvement

Thank-you message — positive (rating 4 or 5)

Thank-you message — neutral (rating 3)

Thank-you message — negative (rating 1 or 2)

Email preview

Updates as you type. This is how the rating block will look in the closure email.

NPS Survey — Customise Content

Survey question

Shown in the email body and on the portal rating page.

Scale anchor — low end (score 0)

Scale anchor — high end (score 10)

NPS email subject line

Comment prompt

Shown below the score on the NPS landing page.

Scale preview

Not at all likely

0 1 2 3 4 5 6 7 8 9 10

Extremely likely

Portal & escalation

Show inline rating prompt in the client portal

Alert threshold (low-rating escalation)

Triggers a system note on the ticket and fires the feedback.negative workflow event.

Survey link expires after

From name override

NPS (quarterly survey)

Enable quarterly NPS surveys

NPS interval (days between surveys per company)

Recent responses

Date	Rating	Contact	Company	Agent	Comment	Ticket
19 Jun 17:00	😄 4/5 Good	Nicole Nguyen	Rio Grande Foods	Elena Sokolova	Fast and friendly support, thank you!	T-00010
16 Jun 17:00	😊 3/5 OK	Kevin Reyes	Permian Energy Services	Dao Pham	Fast and friendly support, thank you!	T-00011
13 Jun 17:00	🤩 5/5 Excellent	Tanya Ward	Cypress Creek Schools	Ruth Castillo	Fast and friendly support, thank you!	T-00012
10 Jun 17:00	😊 3/5 OK	Derek Bryant	Sundance Outfitters	Jordan Avery	Fast and friendly support, thank you!	T-00013
07 Jun 17:00	🤩 5/5 Excellent	James Hughes	Lone Star Dental Group	Priya Nair	Fast and friendly support, thank you!	T-00014

All responses →