Understanding CSAT Survey Email Notifications

This article explains the scenarios in which Customer Satisfaction (CSAT) survey email notifications are triggered.

Requesters as 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.

Ticket Closure in the Customer Portal

• If the requester is an agent or contact, and they close the ticket through the customer portal, the requester will receive the CSAT survey in email.
• If an agent or customer closes their own ticket in the customer portal before the ticket has been assigned to an agent, the CSAT survey will not be sent via email to that requester.

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.

Public Reply Requirement

For the CSAT survey to be triggered, there must be at least one public reply from an agent in the ticket before it is marked as Solved or Closed.

Please note the following conditions:

• If a public reply already exists, and the ticket is Solved/Closed by an agent other than the requester, the CSAT survey will be sent.
• If no public reply exists, but an agent adds one before solving/closing the ticket, the survey will still be sent.
• If the ticket is Solved/Closed without any public reply, the CSAT survey will not be triggered, regardless of who closes the ticket.

Agent closes a ticket via Email

• If the agent closes the ticket using the email actions, the requester will receive the survey via email notification.

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