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Ask for feedback after a ticket

Add a five-star satisfaction question to Support email after resolution or in every reply, and how ratings are recorded safely.

SupportUpdated 3 min read

Support can ask customers how it went, in the email itself. Nothing is asked until you choose when.

  1. Open Support settings and the Customer feedback tab.
  2. Under Include feedback, choose After resolution (in the reply that resolves the ticket, once per resolution), In every Support reply, or Never.
  3. Edit the Question if you like. The default is How was your experience?
  4. Tick After rating, ask for an optional comment if you want one.

The customer sees five stars in the email. Each email gets its own link, valid for 30 days. Ratings are recorded as Support satisfaction (CSAT) answers and show on the ticket, the contact and the company.

Low ratings with a comment count as negative feedback, and can start an automation. See NPS, CSAT and feedback on the customer record.

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