Once a ticket is resolved, you can ask the customer how the support went: a score from 1 to 5 and, if they like, a comment. Their answer shows on the ticket and adds up to a CSAT score (customer satisfaction — the share of answers scoring 4 or 5) on your dashboard.
Two ways to send it
By hand, from a ticket
Open a resolved ticket and press Send survey in its Satisfaction section. Works for anyone on the desk, whether or not automatic sending is on.
Automatically, after every resolve
A desk admin turns it on once in the desk’s Settings, and every ticket resolved from then on is asked, after a short wait. Off until someone turns it on.
Send one from a resolved ticket
- Resolve the ticket. Resolve, then pick a reason (see How a Support Ticket Works).
- Press Send survey. It is in the Satisfaction section, which appears on every resolved ticket. The email goes from your desk’s support address to the customer.
- Watch the same section for the answer. It shows Survey sent … no answer yet until the customer answers, then their score and comment. The ticket’s activity timeline records both moments.
If there is no Send survey button, the section says why instead — for example, the ticket came in on a channel surveys don’t reach yet (see the table below).
Send it automatically
- Open the desk’s Settings from the gear inside the desk (desk admins only — see AB Support Settings).
- In Satisfaction survey, tick Send the survey automatically when a ticket is resolved.
- Choose when to Send it — right away (within 30 minutes), or 1 hour, 4 hours or 1 day after it is resolved — and press Save. The badge changes to Sending automatically.
Automatic sending is deliberately cautious. Each resolution is tried once — a send that failed is not retried every half hour — and a customer is not asked again about the same ticket within 30 days, however often it is reopened and resolved. An agent can still send one by hand.
Which tickets can be surveyed
| Ticket came in by | Survey | How the customer sees it |
|---|---|---|
| Support email | Yes | By email |
| Web form | Yes | By email, to the address they left |
| Web chat | Yes | By email — and inside the chat, if they still have it open |
| WhatsApp, SMS, Microsoft Teams | Not yet | — |
A customer who asked not to be messaged (for example by texting STOP) is never sent a survey. See How Customers Reach You for the channels themselves.
What the customer sees
An email from your desk — signed with your desk’s name, not ours — asking how satisfied they were, with five buttons from 1 Very dissatisfied to 5 Very satisfied. Choosing one opens a short page with that score already picked, room for a comment, and a Send button.
A web chat customer who still has the chat open sees the same question as a card in the conversation and can answer there. It is one survey either way, so they are counted once. Customers can change their answer from the same link later, and the email and page are in English or Japanese, following the language of the conversation (other languages see English for now).
If a customer replies to the survey email instead — “it’s still broken” — the reply reaches your desk like any other email about that ticket.
Reading the numbers
The dashboard has a Customer satisfaction · last 30 days section, counting surveys sent in the last 30 days:
| Tile | What it means |
|---|---|
| CSAT | Of the customers who answered, the share who scored 4 or 5. 80% or more is good, 60–79% is worth a look, below 60% needs attention. |
| Responses | How many surveys were answered. |
| Response rate | Answers out of surveys sent. A survey that never reached the customer — a mailbox problem, say — is not counted as sent, so it can’t drag this down. |
A tile shows — rather than 0% when there is nothing to work it out from yet: “no answers yet” and “nobody was satisfied” are different news. If no surveys went out in the last 30 days, the section says so and tells you how to start.
Read a low score alongside its comment and the ticket it came from — one honest answer about a slow handoff is worth more than the percentage it moved.