CSAT Configuration
Customer Satisfaction (CSAT) surveys let you collect feedback from customers after their tickets are resolved. AgentDesk supports in-app and email-based collection with configurable rating styles.
Why CSAT matters
Tracking customer satisfaction helps you:
- Identify areas where your support process can improve
- Recognise operators who consistently deliver great service
- Spot trends in satisfaction over time
- Make data-driven decisions about process changes
Enabling CSAT
- Go to Admin > Portals and open the portal you want to configure.
- Navigate to the CSAT settings.
- Toggle the Enabled switch on.
- Configure the options below and save.
Configuration options
Rating types
- Stars -- Customers rate their experience on a 1-to-5 scale. This provides more granularity for tracking trends.
- Thumbs -- Customers give a simple thumbs up or thumbs down. This maximises response rates due to its simplicity.
Collection methods
- In-app -- A feedback prompt appears in the portal when the customer views a resolved ticket.
- Email -- A feedback request is sent to the customer's email address after the configured delay.
- Both -- The feedback prompt appears in-app and an email is also sent.
Delay hours
The delay controls how long after resolution the email is sent. Setting a delay of 0 sends the email immediately upon resolution. A longer delay (for example, 24 or 48 hours) gives the customer time to verify the fix before rating.
Email-based collection
When email collection is enabled, AgentDesk generates a one-time token for each feedback request. The email contains direct links that let the customer submit a rating with a single click -- no sign-in required.
Each token can only be used once and expires after a set period, preventing duplicate or stale submissions.
Viewing feedback
Aggregate scores
The CSAT stats view shows your portal's overall satisfaction score, calculated from all feedback received within the selected period.
Distribution
A breakdown of how many customers gave each rating value. For stars, this shows counts for each rating from 1 to 5. For thumbs, it shows the positive and negative counts.
Trends
A chart showing how satisfaction scores have changed over time, helping you spot improvements or declines.