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 the agent is the requester of the ticket and the ticket has been marked as solved or closed by the same agent in the agent portal, the CSAT survey will not be sent via email to the agent in this case. However, if marked by another agent, the requester will receive the survey via email notification.

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