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Customer Satisfaction (CSAT)

Customer satisfaction surveys ask customers to rate the help they received after a ticket is resolved. The scores roll up into team metrics so you can see, in numbers, how your support is landing.

How surveys work

When a ticket is resolved, the customer can be asked for a quick rating of their experience. Ratings are tied back to the ticket and the agent who handled it, so a score is always traceable to the conversation behind it.

Viewing CSAT

Team CSAT is available in the team metrics view, where you can see the overall score and its trend. Each rating links to its ticket so you can review the conversation behind a low score.

Using the numbers

  • Track CSAT alongside SLA compliance, fast and satisfying is the goal, and the two don't always move together.
  • Watch the trend, not single ratings; one unhappy customer isn't a pattern.
  • Pair CSAT with reports to see whether volume, response time, or specific ticket types correlate with lower scores.

Related

  • Resolution speed and SLA targets are configured in SLA policies.
  • Broader performance metrics and exports live in reports.
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