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CSAT surveys

Updated

Overview

CSAT (Customer Satisfaction) surveys let clients rate the service they received after a ticket is resolved. Surveys go out automatically — there is nothing a technician needs to do. Results are stored per ticket and rolled up into technician performance reports so you can track service quality over time.

How Automatic CSAT Works

  1. A technician sets a ticket's status to Resolved.
  2. Within 15 minutes, PSA's CSAT job picks up the resolved ticket.
  3. An email is sent to the ticket's primary contact with a one-click survey link.
  4. The client clicks a rating (typically a 1–5 star scale or thumbs up/down) and can optionally leave a comment.
  5. The response is stored on the ticket and included in reporting.

The survey is only sent once per ticket. If a survey was already sent (even if the client did not respond), it will not be sent again.

Survey Scoring

Each CSAT response records:

  • A rating (numeric score).
  • An optional comment from the client.

Ratings are visible on the ticket detail page under the CSAT section.

Viewing CSAT Feedback

On a single ticket: Open the ticket. If a CSAT response was submitted, the rating and comment appear in the ticket's CSAT section.

Across all tickets: Go to Reports > Technician Performance. This report shows:

  • Per-technician average CSAT score.
  • Total responses received.
  • Tickets with no response (survey sent but not answered).

Survey Expiry

Surveys that are sent but not responded to within 30 days are automatically deleted. This keeps your CSAT data clean and removes stale survey links that are no longer valid.

Frequently Asked Questions

Can I send a CSAT survey manually?

The automatic job sends surveys for resolved tickets. You cannot re-send a survey for a ticket that already has csat_sent_at set. If a survey needs to go out again (for example, the contact's email was wrong), correct the email address, clear the sent timestamp via your admin, and let the next job run pick it up.

What if the ticket has no contact?

The survey email will not send. The ticket must have a contact with a valid email address for the CSAT system to work.

Can I customize the survey questions?

The survey format is standardized. You cannot change the question content, but the email template can be branded with your organization's name and logo through your Hub branding settings.

Will a client receive a survey if I close the ticket without going through Resolved first?

No. The CSAT job looks for tickets with status Resolved that have not yet received a survey. Tickets closed directly without a Resolved step are not picked up.

How do I see which technicians have low scores?

Go to Reports > Technician Performance. The report sorts by average CSAT score so you can quickly identify technicians who may need coaching or support.

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