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Feature

Ask how it went, at the right moment

One question after a resolution, one click to answer, and results that point at the team and the agent responsible - without surveying the same customer four times in a week.

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  • 1-5 rating plus comment
  • By agent and team
  • Fatigue rules built in

How do CSAT surveys work in SupaDesk?

When CSAT is switched on, a ticket moving to Resolved sends the customer a short email asking them to rate their support from 1 to 5 and optionally leave a comment. Each ticket is surveyed once, and each contact at most once in a configurable period. Ratings are attributed to the agent and team who resolved the ticket and reported by agent, team and period.

  • Off by default - switching it on is a deliberate choice.
  • One survey per ticket, enforced by the database, not a check that can race.
  • A minimum gap per contact, seven days by default.
  • Ratings frozen to the resolving agent and team.
  • The rating link buys one rating and nothing else.
  • Results by agent, by team and over time.

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Frequently asked

Questions people ask before they start

Because switching it on emails every customer whose ticket is resolved from that moment, and an email cannot be unsent. It is a decision a desk should make on purpose, not discover afterwards.

No. Each ticket is surveyed at most once, and a contact who was asked recently is not asked again until a minimum gap has passed - seven days unless you choose otherwise. Four tickets in a week is still one person.

The agent and team who resolved the ticket at the moment it was resolved. Reassigning the ticket later does not move a rating to somebody who never worked on it.

Rate and comment on that one ticket. The link gives no access to the conversation or anything else.

Hear it from the customer, not the dashboard.

Start free for 14 days. No credit card and no setup fee - connect a mailbox and answer your first ticket the same afternoon.

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Questions first? Email sales@supadesk.in or call +91 8585953085.