Set up satisfaction surveys (CSAT)
Ask customers to rate your support after a ticket closes. Set the delay, channels, question and thank-you text, preview it and try the customer page.
Last updated 2 min readPreview
A satisfaction survey asks customers one question after their ticket closes: how was it? The answers show where your support shines and where it needs work.
Email surveys are not sent yet. The settings, the preview and the customer survey page all work, but sending the survey after a close needs outgoing email and a background job that are being connected. The page says: "Until outgoing email is connected (Postmark), they are queued, not sent." On live chat, the chat window already asks for a rating when you close a conversation.
Before you start
- Who can do this: owners and admins.
- Plan: all plans.
- Time: a few minutes.
Step by step
- Open Workflows > Satisfaction survey.
- Switch on Send the survey.
- Set Send after the close, in hours (0 = right away), up to 72.
- Choose Channels: Email, Chat or both.
- Edit the Question and the Thank-you message.
- Look at the Preview: "One click rates. A comment box follows."
- Press Try the customer page to open a real survey page for a sample ticket.
- Save. A message confirms Survey settings saved.
What happens next
"One survey per closed ticket. A reopened ticket cancels a survey that hasn’t gone out yet. Spam and auto-closed tickets are skipped."
Customers rate from 1 to 5 on a page that needs no sign-in, then may add a comment. Results appear in Analytics → Satisfaction. See Satisfaction report.
Defaults
| Setting | Default |
|---|---|
| Send after the close | 24 hours |
| Channels | Email and Chat |
| Question | How would you rate the support you received? |
| Thank-you message | Thank you! Your feedback helps us get better. |
Chat ratings today
On live chat, the chat window asks How was your experience? as soon as you close the conversation, with a 1 to 5 rating and an optional comment. Those ratings already reach your Satisfaction report, so chat-heavy teams get feedback today.
Tips
- Keep the question short and neutral; it gets more answers.
- A delay of a few hours lets the customer see that the problem is really solved.
- Read the comments weekly, not just the score.
Troubleshooting
"Pick at least one channel"
Tick Email or Chat.
"This survey link is not valid"
The link was changed or the ticket no longer exists.
"You already rated this conversation. Thank you!"
The customer has already answered for this ticket.
"Pick a rating from 1 to 5"
The rating was missing. Choose a score.
Frequently asked questions
How does a customer rate their support?
They get a short survey with one question, by default How would you rate the support you received, and rate from 1 to 5 with one click. A comment box follows. On live chat, the chat window already asks How was your experience as soon as you close the conversation.
When is the satisfaction survey sent?
After the ticket closes, with a delay you choose from 0 to 72 hours, by default 24 hours. One survey per closed ticket. A reopened ticket cancels a survey that has not gone out, and spam and auto-closed tickets are skipped. Email survey sending is still being connected.
Can a customer rate the same ticket twice?
No. Each conversation can be rated once. A second visit to the survey link shows You already rated this conversation, thank you, and the chat window says Already rated, thank you. The first rating is the one that counts in your reports.
Where do I see the survey results?
In Analytics, Satisfaction, which shows your satisfaction score, the ratings and comments. Ratings from the chat window and from the survey page appear together. Ask AI can also report your CSAT for a period if you ask it.
Are survey links safe to send?
Yes. Each link is signed for one ticket in one workspace, so it cannot be changed to rate another ticket, and forged links are refused with This survey link is not valid. The page needs no sign-in, so customers can answer from any device.
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Related articles
- Read the Satisfaction reportSee your average satisfaction score, share of 4 and 5 star ratings, response rate, score distribution, scores by agent and recent customer comments.
- Close, reopen and set a ticket's outcomeClose a ticket when it is done, fill in required fields such as the outcome in the Before you close dialog, and reopen it if the customer needs more.
- Answer live chats in real timeHow chat tickets arrive in the inbox, how typing shows on both sides, what the visitor sees when you reply or close the chat, and how to hand over to AI.
- Set SLA targets for reply and resolution timesCreate SLA policies for first reply and resolution, by channel, priority, tag or queue, counted in business hours or around the clock, and see breaches.
Still stuck?
Chat with the Hushdesk team. A person answers on every plan.