Why is the CSAT survey is not sent after ticket closure or agent reply?
The Customer Satisfaction (CSAT) survey is typically sent via email when a ticket is marked as Closed, Solved, or after an agent reply depending on the configured survey conditions. If the requester does not receive the survey, it is likely due to missing or incorrect setup.
Troubleshooting Steps
1. Survey feature is not enabled
Ensure the CSAT survey is enabled in the admin panel.
- Navigate to Admin > Customer Satisfaction Survey.
- Turn on the Enable Satisfaction Survey toggle.
2. Survey not enabled for the correct brand
The survey must be configured for the brand associated with the ticket.
- In the Customer Satisfaction Survey settings, check the Brand field.
- Select the appropriate brand or choose All Brands if you want the survey to apply to all tickets.
3. Survey condition not configured correctly
BoldDesk allows you to define when the CSAT survey should be sent. You can choose between two conditions:
- Agent Reply – The survey will be sent each time an agent replies to a ticket.
- Ticket Status Change – The survey will be sent when the ticket status changes to Solved, Closed, or both, based on your selection.
4. Contact notification emails are not enabled
CSAT surveys are delivered through specific email notifications sent to contacts. If these notifications are disabled, the survey will not be included in the email.
- Go to Admin > Automation > Email Notifications > Contact Notifications.
- If the selected condition is based on agent replies, ensure Agent Replied is enabled.
- If the condition is based on ticket status change, enable either Ticket Solved or Ticket Closed, depending on your survey configuration.
5. Verify the survey appears in the email
After completing the necessary configuration, create a test ticket and perform the selected action (such as replying or closing the ticket). The requester should receive an email with the CSAT survey displayed at the bottom.
Furthermore, there are certain situations where the CSAT survey email is either sent or not. You may refer to this article for further clarification.
