In BoldDesk, Satisfaction Surveys help measure customer experience and evaluate agent performance. When a customer submits a satisfaction response, BoldDesk assigns survey credit to an agent or agent group based on how the ticket was handled and closed.

This article explains the exact rules BoldDesk uses to assign satisfaction survey credits under different ticket scenarios.

Use Cases

Understanding satisfaction survey credit assignment is useful when you want to:

• Accurately measure agent performance
• Ensure fair attribution of customer feedback
• Analyze satisfaction reports correctly
• Validate automation and ticket closure workflows

How Satisfaction Survey Credit Assignment Works

BoldDesk assigns survey credit based on ticket activity and closure behavior, not simply ticket ownership. Credit is determined at the moment the ticket is closed or solved, using the rules described below.

1. Agent Adds a Comment

When an agent adds a comment to a ticket:

• The survey credit is assigned to the agent who added the comment
• The commented agent can be any support agent, regardless of ticket assignment

This ensures credit reflects direct agent interaction.

2. Ticket Closed or Solved by an Agent

When an agent manually updates the ticket status to Closed or Solved, BoldDesk assigns survey credit based on assignment and activity.

Credit Assignment Rules

• Ticket assigned to an agent or group

  • Credit is assigned to the assigned agent
  • If both an agent and group are assigned, the agent takes priority
  • If only a group is assigned, credit is assigned to the group

• Ticket assigned to one agent but closed by another agent

  • Credit is assigned to the agent who added the last comment

• Ticket unassigned but responded to

  • Credit is assigned to the last replied agent

• Ticket unassigned and not responded to

  • Credit is assigned to the agent who closed the ticket

3. Ticket Closed or Solved by Automation

When a ticket is closed or solved using Automation Rules, BoldDesk applies the following logic.

Credit Assignment Rules

• Ticket assigned to an agent or group

  • Credit is assigned to the assigned agent
  • If both agent and group are assigned, the agent takes priority
  • If only a group is assigned, credit is assigned to the group

• Ticket unassigned but responded to

  • Credit is assigned to the last replied agent

• Ticket unassigned and not responded to

  • No satisfaction survey credit is assigned

This prevents automation‑only closures from incorrectly attributing feedback.

Frequently Asked Questions

1. Does ticket assignment always determine survey credit?
   No. Credit depends on agent activity, assignment, and closure behavior.

2. Can automation receive survey credit?
   No. Credit is assigned only to agents or groups, not automation.

3. What happens if multiple agents work on the same ticket?
   Credit is assigned based on the final qualifying action, such as last comment or closure.

4. Is survey credit assigned if no agent interacted with the ticket?
   No. If a ticket is unassigned, not responded to, and closed by automation, no credit is assigned.

Related Articles

1. Understanding CSAT Survey Email Notifications in BoldDesk
2. Translating Customer Satisfaction (CSAT) Survey