Understanding CSAT Survey Email Notifications in BoldDesk

Customer Satisfaction (CSAT) surveys play a vital role in measuring service quality and improving customer experience. In BoldDesk, CSAT survey email notifications are triggered under specific conditions related to ticket status, requester type, and agent actions. This guide explains when and how these notifications are sent, ensuring you understand the rules and exceptions for accurate survey delivery and the scenarios in which Customer Satisfaction (CSAT) survey email notifications are triggered.

When Are CSAT Survey Emails Sent?

Below are the instances when CSAT survey email notifications will be triggered;

1. Requester is an Agent or Contact

• If the requester is either an agent or a contact, and the ticket has been marked as solved or closed by another agent, the requester will receive the survey via email notification.

2. Ticket Closure in Customer Portal

• If the requester (agent or contact) closes the ticket via the customer portal, they receive the CSAT survey email.
• Exception: If an agent or customer closes their own ticket before it is assigned to an agent, the CSAT survey is not sent.

3. Agent as Requester

• If both the requester and the assignee of a ticket are the same person, and the ticket is marked as Solved or Closed, the CSAT (Customer Satisfaction) survey will not be shown, regardless of who performs the closure. In such cases, there is no need to trigger a survey, as the ticket was handled entirely by the same individual.

4. Agent Closes a Ticket via Email

• If the agent closes the ticket using the Email Actions: Update Ticket Properties via Email, the requester will receive the survey via email notification.

Public Reply Requirement

For a CSAT survey to be triggered:

• There must be at least one public reply from an agent before the ticket is marked Solved or Closed.
  Conditions:
• If a public reply exists and the ticket is closed by another agent → Survey is sent.
• If no public reply exists, but an agent adds one before closing → Survey is sent.
• If the ticket is closed without any public reply → Survey is NOT sent.

Contact Satisfaction Survey Email Notification Event

When updating a ticket and you wish to skip the reply notifications and send only the survey email, the Satisfaction Survey notification will be triggered. When “Don’t send notification” is selected and “Don’t send survey notification” is deselected, an email is sent to the customer requesting them to rate the service. The content of the email will only contain the CSAT rating and not the ticket update.

FAQs

Q1: Can I send a CSAT survey without notifying the customer about ticket updates?
A: Yes, by selecting “Don’t send notification” and keeping “Don’t send survey” deselected.

Q2: Does a private note count as a public reply for triggering CSAT?
A: No, only public replies qualify.

Q3: Can CSAT surveys be sent globally without ticket notifications?
A: Yes, by selecting “Don’t send notification” and keeping “Don’t send survey” deselected.

Q4: What happens if a ticket is closed without any public reply?
A: The CSAT survey will not be triggered. At least one public reply from an agent is required.

Q5: Can I customize the CSAT survey email content?
A: Yes, you can customize the survey email template in BoldDesk settings.

Q6: Is it possible to send CSAT surveys for private notes?
A: No, private notes do not qualify as public replies and will not trigger surveys.

Q7: What if the requester’s email is invalid or blocked?
A: The survey email will fail to deliver. Ensure requester email addresses are valid and not blacklisted.

Q8: How can I confirm that a CSAT survey was sent independently without simultaneously informing customers about the ticket update?
A: Check the ticket’s update delivery by clicking on the red message icon to confirm that the survey email was sent for this update, but the reply notification was not sent.

Related Articles

1. Managing/Enabling the Customer Satisfaction Survey Settings
2. Overview About Customer Satisfaction Report
3. How Credits Are Assigned for the Satisfaction Survey