How to Configure and Use CSAT in Customer Portal
BoldDesk enables customers to submit Customer Satisfaction (CSAT) ratings directly from the Customer Portal when the Satisfaction Survey is configured correctly. Portal‑based CSAT is designed for scenarios where customers actively manage and close their own tickets.
This article explains how CSAT works in the Customer Portal, the required admin configuration, and when ratings are available.
Prerequisites
Before customers can rate tickets in the Customer Portal, ensure the following:
- Satisfaction Survey is enabled
- CSAT is enabled for the Customer Portal
- Customer Portal allows end users to close tickets
Enable CSAT for the Customer Portal
Navigation
Admin → Settings → Satisfaction Survey
Steps
- Under Rating Settings for Tickets
- Turn on Enable CSAT for customer portal.
- Click Update to save changes.
For detailed steps, explore further instructions about Managing/Enabling the Customer Satisfaction Survey Settings.
- For CSAT ratings to appear in the Customer Portal, customers must be allowed to close their own tickets.
- If a ticket is closed by an agent or by automation, the CSAT rating option is not displayed in the Customer Portal.
How Customers Rate a Ticket in the Customer Portal
Customer Workflow
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Sign in to the Customer Portal.
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Open an active ticket.
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Close the ticket using the available portal action.
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View the CSAT rating option displayed for the ticket.
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Submit the rating.
Use Cases
- Self‑Service Support Feedback: Customers resolve and close their own tickets and immediately provide feedback within the portal.
- Customer Portal‑First Support Model: Ideal for teams that rely heavily on the Customer Portal for ticket resolution and customer engagement.
- Reduced CSAT Follow‑Ups: Collect feedback directly in the portal without relying on email‑based surveys.
Frequently Asked Questions
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Where do I enable CSAT for the Customer Portal?
Go to Admin → Settings → Satisfaction Survey and enable Enable satisfaction survey for customer portal. -
Can customers rate tickets closed by agents in the customer portal?
No. CSAT ratings in the customer portal are available only when the customer closes the ticket. -
Does automation‑based ticket closure allow portal CSAT?
No. Tickets closed by automation cannot be rated from the Customer Portal. -
Is CSAT availability configurable per agent or group?
No. CSAT settings are configured globally through Admin Settings.
