CSAT on ticket

The CSAT on ticket snap-in sends customer satisfaction surveys to customers after their tickets are resolved. Survey questions can be customized to align with your requirements, and surveys can be triggered automatically or on demand.

To manually request CSAT feedback before a ticket is resolved, use the /survey command in the message composer under Tickets > Customer messages.

Prerequisites

Before configuring this snap-in, ensure the following:

• An email channel or Plug is configured in your workspace so that survey messages can be delivered to customers.

• You have the permissions required to install snap-ins and configure workflows in your workspace.

Installation

1. Install the CSAT on ticket snap-in from the DevRev marketplace.

2. Select the workspace to install the snap-in, confirm installation, and click Deploy snap-in.

Configuration

1. Go to Snap-ins > CSAT on ticket > Configure.

2. Select the channel on which to send the survey in Survey channel.

3. Write introductory text for the survey in Survey introductory text.

   📝 Note: To personalize the survey, add {{customer_name}} to the introductory text to insert the customer's name, or add {{owner_name}} to insert the ticket owner's name.

4. Customize the response scale shown to customers in Survey response scale.

5. (Optional) To collect written feedback in addition to the scale rating, enable the Additional Feedback Request toggle.

6. Write a prompt for customers in Survey query.

7. Write a confirmation message displayed after a customer submits their response in Survey response message.

8. Specify how long the survey remains open (in minutes) in Survey expires after.

   

9. (Optional) To send the survey only once per ticket, enable the Send survey only once per ticket toggle.

   📝 Note: If this toggle is on and a ticket is reopened and then resolved again, the survey is not resent. The survey is delivered only on the first resolution.

10. Choose how surveys are triggered:

    • Automatic trigger (default): Keep the Trigger the CSAT survey based on configured rules toggle off. The survey is sent automatically when a ticket reaches the resolved stage.

    • Rules-based trigger: Turn the Trigger the CSAT survey based on configured rules toggle on. In this mode, no survey is sent unless the ticket's send_survey attribute is explicitly set to yes by a workflow. Set up a custom workflow with the following configuration:

      Component	Details
      Trigger	Update Ticket
      Stage Control	If Else
      Condition	When: Ticket Updated / Output > Stage > Name (Stage name must be in snake case, for example resolved.)
      Action	Update Ticket
      ID	Ticket Updated > Output > Id
      List of Integrations	CSAT
      Integrations	App CSAT Send Survey > Yes

      Setting App CSAT Send Survey to Yes is the mechanism that gates survey delivery in rules-based mode. Without this step in the workflow, no surveys are sent even if the toggle is on.

11. Click Save > Next and deploy the snap-in.

View CSAT results

CSAT responses are visible in the Ticket Insights dashboard. If multiple responses are received from the same person, only the latest response is recorded. If multiple reporters respond to the same ticket, their latest responses are averaged.

For Slack notifications when negative scores are submitted, see the CSAT Slack Notifier snap-in.

For information about CSAT surveys sent on conversations rather than tickets, see CSAT on conversation.

Troubleshooting

• Issue: No CSAT survey is sent after a ticket is resolved.

  Solution: Check the following:

  1. Open the ticket and review its timeline. If the event "Customer feedback has been requested for this ticket" does not appear, the survey was not triggered.

  2. If Trigger the CSAT survey based on configured rules is enabled, confirm that your workflow sets App CSAT Send Survey to Yes for the relevant stage. Without this, no survey is sent in rules-based mode.

  3. Confirm that the customer has a valid email address or is reachable via the configured survey channel.

• Issue: The survey is not resent after a ticket is reopened and resolved again.

  Solution: This is expected behavior when Send survey only once per ticket is enabled. Disable this toggle if you want surveys to be sent on each resolution.