CSAT configuration in Thena

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CSAT

We’re excited to announce the release of our new Customer Satisfaction (CSAT) feature, designed to help you gather valuable feedback from your customers after ticket resolution.

Key highlights

  • Automated CSAT surveys delivered via Slack or email
  • Customizable survey appearance and content
  • Advanced filtering rules to target specific tickets
  • Sampling options to prevent survey fatigue
  • Detailed analytics to track customer satisfaction trends

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How it works

CSAT surveys are automatically sent to customers after ticket resolution based on your configured rules. Customers can rate their satisfaction and provide optional comments, giving you valuable insights into your support quality.

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Getting started

To start using CSAT surveys:
  1. Navigate to Settings > Ticketing > CSAT
  2. Enable CSAT surveys
  3. Configure your delivery settings, filters, and survey appearance
  4. Start collecting valuable customer feedback!
Check out our comprehensive CSAT guide for detailed setup instructions and best practices.

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Additional improvements

  • Enhanced CSAT analytics dashboard
  • Integration with existing reporting tools
  • Customizable cooldown periods to prevent survey fatigue
  • Email override option for consistent delivery method