BoldDesk allows administrators to configure how Customer Satisfaction (CSAT) ratings are collected for Tickets and Chats. Enabling anonymous ratings helps gather honest feedback while reducing friction for customers who prefer not to share identifiable information.

All CSAT-related settings are managed from the Satisfaction Survey section in BoldDesk Admin Settings.

Enable Anonymous CSAT Ratings for Tickets

Navigation

Admin → Settings → Satisfaction Survey

Steps

1. Under Rating settings for Tickets, enable Allow anonymous users to provide rating.
2. Click Update to save the changes.

Behavior

• Customers can submit CSAT ratings without being identified.

• The rating is recorded without associating personal user details.

  
  
  

Configure CSAT Delivery for Chats

Navigation
Admin → Settings → Satisfaction Survey

Steps

1. Under Rating settings for Chats, enable Send CSAT via Email.
2. Click Update.

Behavior

• Chat satisfaction surveys are sent to users through email.

• This setting controls delivery method, not anonymity.

  
  
  

Explore further instructions about Managing/Enabling the Customer Satisfaction Survey Settings.

Common Use Cases

• Encouraging honest feedback: Allow customers to rate support interactions without revealing identity.
• Compliance-driven environments: Collect satisfaction data while minimizing personal data collection.
• Low-friction surveys: Increase response rates by simplifying the CSAT submission process.
• Post-resolution analysis: Measure agent performance while respecting customer privacy preferences.

Frequently Asked Questions

1. Are anonymous ratings supported for chat conversations?
   No. BoldDesk currently provides Send CSAT via Email for chats, but does not offer a specific anonymity setting for chat ratings.

2. Do I need to click Update after changing CSAT settings?
   Yes. Changes are applied only after clicking Update.

3. Are Ticket and Chat CSAT settings managed separately?
   Yes. Both are configured on the Satisfaction Survey page but under separate sections for Tickets and Chats.

4. Can CSAT settings be configured per agent or group?
   No. CSAT settings apply globally at the account level through Admin Settings.

Related Articles

1. Managing/Enabling the Customer Satisfaction Survey Settings
2. Why is the CSAT survey is not sent after ticket closure or agent reply?