BoldDesk allows customers to submit Customer Satisfaction (CSAT) ratings directly from the Customer Portal.

Customers can rate qualifying tickets regardless of whether the ticket was closed by the customer, an agent, or an automation rule. CSAT availability depends on the Satisfaction Survey configuration, the ticket’s brand, the configured survey conditions, and the ticket’s eligibility.

This article explains how to enable Customer Portal CSAT, how customers submit ratings, and why the rating option may not appear.

Prerequisites

Before customers can rate tickets in the Customer Portal, ensure that:

• The Satisfaction Survey feature is enabled.
• The applicable brand is included in the CSAT configuration.
• Enable CSAT for customer portal is enabled.
• The ticket meets the configured satisfaction survey conditions.
• The customer can access the ticket in the Customer Portal.

Enable CSAT for the Customer Portal

Navigate to:
Admin > Satisfaction Survey

Under Rating Settings for Tickets:

1. Enable the Satisfaction Survey.
2. Select All Brands or the specific brands where CSAT should be available.
3. Turn on Enable CSAT for customer portal.
4. Configure the required survey conditions.
5. Click Update.

For complete configuration instructions, explore How to Manage and Enable Customer Satisfaction Survey Settings.

Understand CSAT Eligibility

The following factors determine whether customers can submit a rating:

Ticket Closure and Customer Portal CSAT

The method used to close a ticket does not by itself prevent the customer from rating the service.

Submit a CSAT Rating in the Customer Portal

To rate a qualifying ticket:

1. Sign in to the Customer Portal.

2. Open the applicable ticket.

3. Locate the CSAT rating option.

4. Select a rating.

5. Enter feedback when prompted.

6. Submit the rating.
   

   
   
   

A customer who is permitted to close tickets can also close an active ticket from the Customer Portal and submit the rating when the ticket meets the CSAT requirements.

Customer Portal and Email CSAT

BoldDesk supports CSAT through the Customer Portal and email notifications.

The Customer Portal rating option and the CSAT survey email depend on their respective configuration and eligibility requirements.

For email-delivery requirements, learn Why the CSAT Survey Is Not Sent After Ticket Closure or Agent Reply.

Exceptions

A CSAT rating may not be available in the following scenarios:

• The Satisfaction Survey feature is disabled.
• Customer Portal CSAT is disabled.
• The ticket’s brand is not included in the CSAT configuration.
• The ticket does not match a configured CSAT condition.
• A ticket is marked as Solved or Closed without a qualifying public agent reply.
• The requester and assigned agent are the same user.
• The customer cannot access the ticket in the Customer Portal.
• The survey has already been submitted or is no longer available under the applicable survey rules.

Use Cases

• Post-resolution feedback: Allow customers to rate support after a ticket is solved or closed.
• Customer Portal feedback: Collect ratings directly from customers reviewing their tickets in the portal.
• Automated ticket workflows: Collect feedback when an eligible automation changes the ticket to Solved or Closed.
• Agent performance review: Use eligible ticket ratings to assess customer satisfaction with agent support.
• Brand-specific surveys: Enable different brands to participate in the organization’s CSAT process.

Troubleshooting

CSAT Is Not Displayed in the Customer Portal

Confirm that:

• The Satisfaction Survey feature is enabled.
• Enable CSAT for customer portal is enabled.
• The ticket belongs to a brand included in the CSAT settings.
• The ticket meets the configured survey condition.
• The ticket contains a qualifying public agent reply.
• The customer can access the ticket.
• The requester and assignee are not the same user.

A Ticket Closed by an Agent Cannot Be Rated

The agent closure itself does not prevent Customer Portal CSAT.
Check whether:

• The applicable status-change condition is configured.
• The ticket contains at least one public agent reply.
• The ticket’s brand is included.
• Customer Portal CSAT is enabled.
• The ticket meets the remaining survey eligibility conditions.

A Ticket Closed by Automation Cannot Be Rated

The automation closure itself does not prevent Customer Portal CSAT.
Review the configured CSAT status-change conditions.

• The presence of a public agent reply.
• The applicable brand settings.
• Customer Portal CSAT availability.

The Customer Received No Survey Email

Confirm that:

• The applicable Contact Notification is enabled.
• The configured survey condition matches the event.
• The ticket contains a public agent reply.
• Survey notification was not suppressed during the ticket update.

For detailed troubleshooting, explore Why the CSAT Survey Is Not Sent After Ticket Closure or Agent Reply.

Frequently Asked Questions

1. Where do I enable CSAT for the Customer Portal?
   Go to Admin > Satisfaction Survey, enable the Satisfaction Survey, and turn on Enable CSAT for customer portal under the ticket rating settings.

2. Can customers rate tickets closed by agents?
   Yes. Customers can rate qualifying tickets closed by agents when Customer Portal CSAT is enabled and the ticket meets the survey conditions.

3. Can customers rate tickets closed by an automation rule?
   Yes. Automation-based closure does not by itself prevent Customer Portal CSAT. The ticket must still meet the configured survey and eligibility conditions.

4. Must customers be allowed to close their own tickets to submit a rating?
   No. Permission to close tickets is not required for customers to rate qualifying tickets in the Customer Portal.

5. Is a public agent reply required?
   Yes. For status-based CSAT, the ticket must contain at least one public agent reply before it is marked as Solved or Closed. Private notes do not qualify.

6. Can CSAT be enabled for selected brands?
   Yes. You can enable CSAT for all brands or selected brands through the Satisfaction Survey settings.

7. Can CSAT be configured for individual agents or groups?
   CSAT settings are configured through the Satisfaction Survey settings and applicable brand and trigger conditions. They are not enabled separately for individual agents or groups.

8. Can customers rate a ticket through email?
   Customers can receive a survey block or link through a qualifying Contact Notification email and use it to submit feedback.

9. Why is CSAT unavailable when the customer and assignee are the same person?
   BoldDesk does not display or send the CSAT survey when the ticket requester and assigned agent are the same user.

10. Does a private note make a ticket eligible for CSAT?
    No. A private note does not count as a public agent reply.

Related Articles

1. How to Manage and Enable Customer Satisfaction Survey Settings
2. Understanding CSAT Survey Email Notifications in BoldDesk
3. Why the CSAT Survey Is Not Sent After Ticket Closure or Agent Reply
4. How to Close Support Tickets Properly in BoldDesk