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.

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 admin-level permissions in your workspace to install snap-ins and configure workflows.

• The customer's ticket has a valid email address or is reachable via the configured survey channel.

Installation

1. Go to Settings > Snap-ins and 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 Settings > 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. (Optional) To let a customer submit more than one response to the same survey, enable the Allow multiple submissions per survey toggle. When enabled, a customer can resubmit their response any time until the survey expires (see Survey expires after). When disabled (default), only one response per customer per survey is accepted.

    📝 Note: This setting controls how many times a customer can respond to a single survey. It is independent of Send survey only once per ticket, which controls whether a new survey is sent when a ticket is reopened and resolved again.

11. 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
      Action	Update Ticket
      ID	Ticket Updated > Output > Id
      List of Integrations	CSAT
      Integrations	App CSAT Send Survey > Yes

      ⚠️ Warning: Stage names in the workflow condition must be in snake case — for example, resolved. If your workspace uses custom ticket stages, ensure the stage name in the condition exactly matches the custom stage name in snake case. A mismatch prevents the survey from being sent.

      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.

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

Manual survey request

To manually request CSAT feedback at any point — including before a ticket is resolved — use the /survey command in the message composer under Tickets > Customer messages. This sends the survey immediately, independent of the automatic or rules-based trigger configuration.

View CSAT results

CSAT responses are visible in the analytics dashboard. If a customer submits more than one response to the same survey (allowed when Allow multiple submissions per survey is enabled), only their latest response is recorded. If multiple reporters respond to the same ticket, their latest responses are averaged.

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.

  4. If surveys stopped sending after a recent snap-in update, the update may have introduced an unregistered custom field. Redeploy the snap-in from Settings > Snap-ins to resolve this.

• 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.

• Issue: A customer was able to submit the survey more than once even though only one response should be allowed.

  Solution: Confirm the Allow multiple submissions per survey toggle is off in the snap-in configuration. If it is off and multiple submissions are still accepted, update the snap-in to the latest version from Settings > Snap-ins and redeploy, then verify enforcement on a test ticket.

• Issue: A customer submitted a CSAT response via email, but the response is not recorded in the dashboard.

  Solution: Check the snap-in version. A known issue in certain versions causes email CSAT responses to appear to submit successfully but not be saved. Update the snap-in to the latest version from Settings > Snap-ins and redeploy.

• Issue: The customer did not respond before the survey expired.

  Solution: Use the /survey command in Tickets > Customer messages to manually resend the survey. Alternatively, increase the Survey expires after value in the snap-in configuration to give customers more time to respond.

• Issue: The customer did not receive the survey email.

  Solution: CSAT survey emails are sent from no-reply@devrev.ai with the subject line CSAT for TKT-XXX. Ask the customer to check their spam or junk folder for messages from that address. For more information about customer email notifications, see Customer email notifications.