Measure customer satisfaction and improve your support quality.
Create targeted rules to collect feedback at the right time from the right customers.
Start creating a CSAT rule
Enter basic information
This section defines the metadata of your CSAT rule:
Set up filters (trigger conditions)
Filters define which tickets are eligible to receive a CSAT survey.
All conditions in this group must be true to trigger a survey. For example:
You can apply filters on ticket, account, or contact fields.
If any condition in this group is true, the survey will be triggered. For example:
This is useful when you want broader but still targeted coverage.
Choose survey delivery behavior
This section defines how often CSAT surveys are sent once tickets meet the filter conditions.
Send CSATs to a subset of eligible tickets:
Use this to reduce survey fatigue or for A/B testing.
Send a CSAT for every ticket that meets the criteria—no sampling involved.
Configure the feedback form
This section lets you define the survey format and appearance.
You can modify the following elements:
Preview the survey
Click the “Preview” tab to see how your CSAT survey will appear to customers.
You can switch between email and Slack views to compare formats.
Adjust global CSAT settings
Click “Settings” from the CSAT overview screen to configure global rules that apply to all CSATs.
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.
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.
Choose which ticket status triggers the CSAT survey. By default, surveys trigger on Closed tickets.
Decide which email address will be used to send CSAT surveys. You can use the default or configure a custom one.
Save and activate the rule
Once everything is configured:
Timing is everything
Target the right audience
Optimize for response rates