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, so 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 View CSAT analytics and survey responses 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
Results in Discord (optional)
With the Configure CSAT settings permission and a connected Discord server, you can have every submitted rating posted automatically as an embed to a Discord channel you choose on the CSAT page. The embed shows the star rating, the comment, the ticket, the customer, and who handled it. The portal button on the embed is customizable. See Discord integration.
Configuring CSAT behavior requires the Configure CSAT settings permission. See Roles & permissions.