In BoldDesk, Customer Satisfaction (CSAT) Surveys are automatically sent via email to requesters based on configured triggers such as agent replies or ticket status changes.

If the CSAT survey is not being delivered, the issue is typically related to configuration in Admin Settings, Brand setup, or Email Notifications.

How CSAT survey delivery works in BoldDesk

Delivery method

BoldDesk delivers CSAT surveys only through email, and specifically by embedding the survey block inside Contact Notification emails.

Supported triggers

CSAT surveys can be triggered only by the built-in CSAT conditions:

• Agent Reply
• Ticket Status Change to Solved or Closed

What must be true for a survey email to send

A CSAT survey is sent only when all of the following are true:

• Customer Satisfaction Survey is enabled.
• The Brand selected in CSAT settings matches the ticket’s Brand (or All Brands is selected).
• A CSAT Condition is configured that matches the event (reply vs status change).
• The relevant Contact Notification email template is enabled for that event.

Troubleshooting Steps

1. Enable Customer Satisfaction Survey

Ensure the feature is active:

Navigation:
Admin → Customer Satisfaction Survey

• Turn ON Enable Satisfaction Survey
• Save changes

2. Verify Brand Configuration

CSAT surveys are applied at the Brand level.
Check the following:

• The correct Brand is selected

• Use All Brands if the survey should apply globally
  

  
  
  

If the ticket belongs to a different brand than the configured one, the survey will not trigger.

3. Configure Survey Trigger Conditions

Define when the survey should be sent:

Available options:

• Agent Reply – Sends survey after every agent response

• Ticket Status Change – Sends survey when status changes to:

  • Solved
  • Closed
  
  
  

Navigation:
Admin → Customer Satisfaction Survey → Conditions

Ensure the selected condition aligns with your ticket workflow.

4. Enable Contact Email Notifications

CSAT surveys are delivered through Contact Notifications. If these are disabled, the survey will not be sent.

Navigation:
Admin → Automation → Email Notifications → Contact Notifications

Enable the required notifications:

• Agent Replied (for reply-based surveys)

• Ticket Solved or Ticket Closed (for status-based surveys)

  
  
  

5. Validate CSAT Delivery in Tickets

After configuration:

1. Go to Tickets

2. Create a test ticket

3. Perform the configured trigger action:

   • Send an agent reply OR
   • Change status to Solved/Closed

4. Verify the requester receives the email with the CSAT survey at the bottom

   
   
   

Furthermore, there are certain situations where the CSAT survey email is either sent or not. Explore further instructions about Understanding CSAT Survey Email Notifications in BoldDesk.

Use Cases

1. Agent Performance Tracking
   Send CSAT surveys after each agent reply to measure interaction quality.

2. Resolution-Based Feedback
   Trigger surveys only when tickets are marked Closed to capture final customer satisfaction.

3. Multi-Brand Support
   Apply different CSAT configurations per Brand to match business units.

4. SLA and Quality Monitoring
   Combine CSAT results with SLA Policies and Reports to evaluate service effectiveness.

Frequently Asked Questions

1. Can I send CSAT surveys without email notifications in BoldDesk?
   No. CSAT surveys sent via email are delivered through Contact Notification emails. If email notifications are disabled, CSAT survey emails are not sent.

   However, customers can still submit CSAT ratings directly from the Customer Portal, provided that:

   • Enable satisfaction survey for customer portal is enabled, and
   • The customer closes the ticket from the Customer Portal.

   Explore further instructions about Rate Tickets in the BoldDesk Customer Portal Using CSAT.

2. Can I trigger CSAT surveys using Automation Rules?
   No. CSAT surveys are only triggered through the built-in Customer Satisfaction Survey settings, not via custom Automation Rules.

3. Does BoldDesk support sending CSAT surveys for specific ticket priorities or groups?
   No. CSAT triggers are based on Agent Reply or Ticket Status Change only. Conditional targeting by priority or group is not available.

4. Where can I see CSAT survey results in BoldDesk?
   CSAT responses are available in Reports & Analytics, where you can evaluate satisfaction scores and agent performance.

Related Articles

1. Managing/Enabling the Customer Satisfaction Survey Settings
2. Understanding CSAT Survey Email Notifications in BoldDesk