CSAT surveys
When satisfaction surveys are created and deleted, how customers rate their experience, and the 7-day expiration rule.
CSAT (customer satisfaction) surveys let customers rate their support experience with a 1–5 star rating and an optional comment. Surveys are created automatically — staff never sends them by hand.
When a survey is created
A survey is created when a ticket enters any of these statuses:
resolvedclosedpending_closure(the customer requested closure — the survey is offered immediately)closure_scheduled
One survey exists per resolution: if the ticket bounces between eligible statuses, the customer is not asked twice.
When a survey is deleted
If the ticket is reopened (moved back to an active status) before the customer submits, the unsubmitted survey is deleted. A new survey is created the next time the ticket reaches an eligible status — so the rating always reflects the final outcome, not a premature one.
Submitted surveys are never deleted by a status change.
Expiration
Customers have 7 days to submit a survey. After that, the survey expires and can no longer be submitted.
How customers answer
- On the portal — pending surveys show up in the portal notification bell and on the ticket itself.
- By direct link — each survey has a secure token-based link that works without signing in, so it can be answered in one click.
- On Discord — if the customer linked their Discord account, the survey invitation is delivered as a DM. See Discord integration.
The rating flow is a single step: pick 1–5 stars, optionally add a comment, submit.
What staff sees
Team members with the csat.view permission get project-wide analytics on the dashboard:
- Overall stats with date-range presets (7, 30, 90 days, or custom)
- Rating distribution (how many 1-star vs 5-star answers)
- Per-staff breakdown with trends
- A browsable review list with filters and search
- Per-ticket results directly on the ticket
Configuring CSAT behavior requires the csat.manage permission. See Roles & permissions.