Customer satisfaction (CSAT)

After a ticket is solved, or a messaging conversation is concluded, ChaosDesk can ask the customer to rate the support they got: Good or Bad, with an optional comment.

Send the survey

• By email: add the action Request customer satisfaction to a trigger or automation, for example an automation that runs 24 hours after a ticket is solved. You can also put {{satisfaction.rating_url}} in any email.
• In messaging: the action Send messaging satisfaction survey sends Good and Bad buttons in the chat. Concluding a conversation can send it too.

Customers rate through a signed link and can change their rating while the ticket is solved. Once the ticket is closed, the rating is final.

Ask why

Under Admin Center, Tickets, Satisfaction reasons, add the reasons customers can pick when they rate a ticket bad, such as “Took too long”. Order them, and switch off reasons you no longer want. Inactive reasons stay on old ratings.

Use the ratings

• The ticket shows the rating and comment.
• Rules can use the Satisfaction and Satisfaction reason conditions, for example to alert a team lead about bad ratings.
• Reports shows Satisfaction: good ratings as a share of all ratings received.

Related

• Reports and dashboards
• Actions you can use in rules