CSAT configuration in Thena

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Overview

Customer Satisfaction (CSAT) surveys help you gather valuable feedback from customers after support interactions, providing insights to improve your service quality.

✨Comprehensive CSAT solution

Create targeted rules to collect feedback at the right time from the right customers.

Trigger surveys based on ticket properties like status, priority, or sentiment
Deliver surveys via Slack or email based on ticket source
Customize survey content, delivery cadence, and sampling logic
Add cooldowns to prevent survey fatigue

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Creating CSAT rules

1

Start creating a CSAT rule

Go to the CSAT section and click “Create new rule.” You’ll be guided through five sections: basic information, filters, survey delivery, feedback form, and preview.
2

Enter basic information

This section defines the metadata of your CSAT rule:

  • Rule name: Give your rule a recognizable name, such as “High priority tickets.”
  • Description: (optional) Add any context for your team.
  • Active toggle: Only active rules will send CSAT surveys. Inactive rules will be saved but not executed.
3

Set up filters (trigger conditions)

Filters define which tickets are eligible to receive a CSAT survey.

Match all conditions

All conditions in this group must be true to trigger a survey. For example:

  • Priority equals High
  • Status equals Resolved
  • Type equals Incident

You can apply filters on ticket, account, or contact fields.

Match any conditions

If any condition in this group is true, the survey will be triggered. For example:

  • Sentiment contains Positive

This is useful when you want broader but still targeted coverage.

4

Choose survey delivery behavior

This section defines how often CSAT surveys are sent once tickets meet the filter conditions.

Random sampling

Send CSATs to a subset of eligible tickets:

  • 1 out of 10 tickets (10%)
  • 1 out of 5 tickets (20%)

Use this to reduce survey fatigue or for A/B testing.

Always send

Send a CSAT for every ticket that meets the criteria—no sampling involved.

5

Configure the feedback form

This section lets you define the survey format and appearance.

Choose feedback type

  • 5-star rating: Ask customers to rate their experience from 1 to 5 stars.
  • Thumbs up/down: Ask for a simple positive or negative response.

Choose delivery channel

    • If the ticket is from Slack, the CSAT survey is sent in the ticket thread as an ephemeral message that mentions the requester.
    • If the ticket is from email, the survey is delivered via email.
    • You can force all CSATs to be delivered via email, regardless of where the ticket originated.

Customize survey content

You can modify the following elements:

  • Survey title (e.g., “How would you rate your experience?”)
  • Survey message (e.g., “Please let us know how we did with your recent support request.”)
  • Thank you message
  • Branding color: This controls the primary color used for buttons and rating icons.
  • Comment field: You can enable an optional open-text field for additional feedback.
    • Customize the field label and placeholder text.
6

Preview the survey

Click the “Preview” tab to see how your CSAT survey will appear to customers.

  • Email preview shows the subject, ticket details, rating component, and optional comment field.
  • Slack preview shows how the survey will be delivered as a message in the requester’s thread.

You can switch between email and Slack views to compare formats.

7

Adjust global CSAT settings

Click “Settings” from the CSAT overview screen to configure global rules that apply to all CSATs.

Delivery delay

Set how many days after a ticket is closed a CSAT survey should be sent (e.g., 14 days). This gives customers breathing room before being asked for feedback.

Customer cooldown

Set a cooldown period (e.g., 10 days) to ensure a customer doesn’t receive multiple CSATs within a short timeframe. This prevents survey fatigue.

Trigger statuses

Choose which ticket status triggers the CSAT survey. By default, surveys trigger on Closed tickets.

Sender email

Decide which email address will be used to send CSAT surveys. You can use the default or configure a custom one.

8

Save and activate the rule

Once everything is configured:

  • Click “Create rule” to save your setup.
  • Make sure the rule toggle is set to Active if you want it to go live immediately.

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Key features

Slack delivery

Delivered in the ticket thread as an ephemeral message with a requester mention.

Email delivery

Sent directly to the requester’s email with customizable design.

Email override

Option to always send CSATs via email, regardless of ticket source.

Cooldown period

Prevents the same customer from receiving CSATs too frequently.

Delivery delay

Controls how soon after ticket closure the CSAT is sent.

Filter rules

Target specific tickets based on custom logic (e.g., sentiment, priority).

Sampling options

Choose between 100%, 20%, or 10% of qualifying tickets.

Custom feedback UI

Fully customizable survey content, colors, and comment settings.

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Best practices