How CSAT Works
After a ticket is resolved, customers can rate their experience on a satisfaction scale. CSAT scores help you measure the quality of your support and identify areas for improvement.
CSAT Metrics
- Overall CSAT score — Average satisfaction across all rated tickets
- CSAT by channel — Satisfaction scores per channel
- CSAT by agent — Individual agent satisfaction ratings
- CSAT by team — Team-level satisfaction
- Response rate — Percentage of customers who complete the survey
- CSAT over time — Trend line showing satisfaction changes
Configuring CSAT Surveys
- Go to Settings → CSAT
- Enable CSAT surveys
- Choose when to send surveys (after ticket close, with delay, etc.)
- Customize the survey message
- Set the rating scale
Acting on CSAT Data
- Review low-rated tickets to understand what went wrong
- Celebrate and share high-satisfaction interactions
- Coach agents with below-average CSAT scores
- Identify systematic issues that cause low satisfaction
💡 Tip: Follow up with customers who leave low ratings. A sincere follow-up can often turn a negative experience into a positive one — and provides valuable insight into what to fix.