Why it matters
Happy customers come back and spend more. A one-question CSAT (Customer Satisfaction) survey lets you spot unhappy shoppers before they churn—and is included in the paid Helpdesk product.
Before you start
- You’re on a paid Helpdesk plan
- At least one channel (Web chat, WhatsApp, or Email) is connected to Helpdesk
- Surveys are sent only when a human agent closes a ticket; AI-resolved tickets are skipped.
- One survey is sent per closed ticket; multiple tickets from the same customer each get a survey.
Time required: 5–10 minutes.
Quick Start Overview
- 1 question → sent automatically → results on a dashboard + stored as event on profile to be used for flows and segmentation.
Use scores to:
- Identify issues and train your support team
- Create a flow to message an apology or coupon when someone rates ≤ 2
- Exclude low-CSAT shoppers from promos for 7 days by creating a low CSAT segment.
Setup Guide
Step-by-step setup
- Go to Helpdesk ➜ Settings ➜ CSAT Survey.
- Toggle ON
- Edit Message.
– Message (≤120 chars). Example: “How would you rate your experience?”
Decide if you want comments. Check “Add optional text input box” to capture extra feedback.
- Edit Text Input. Example: "Good? Bad? Terrible? We want to hear it"
You’re finished—every ticket your support team closes from now on will send a survey requesting feedback from your customers.
What to do with the data (quick wins)
What to do with the data (quick wins)
- Low-CSAT Win-back flow (template linked)
- Trigger: CSAT rating ≤ 2
- Action: Send an apology + 15 % off code
- Goal: Save the customer and turn a detractor into a promoter
- Target Promoters
- Create a segment: “Rated ≥ 4 in last 30 days”
- Create Customer Hub Content targeting that segment, send special promos via any channel
- Coach yourself or your agents
- Filter the CSAT dashboard by agent. Any score 10 % below team average? Review those ticket transcripts once a week.
Troubleshooting
• No survey? Make sure a human—not AI—closed the ticket and CSAT toggle is ON.
• Survey sent, no replies? Customer is not required to submit CSAT
• Still blank dashboard after 24 h? You might be on the free plan—upgrade to unlock CSAT.
FAQ
Can I turn it off later? Yes—toggle OFF in the same screen; no data is lost.
Is the survey translated? No