Surveys and feedback: CSAT, NPS, CES and closing the loop
Open Feedback in the Service menu. The page has three tabs: Report, Follow-ups and, for administrators, Surveys.
Open Feedback in the Service menu. The page has three tabs: Report, Follow-ups and, for administrators, Surveys.
Creating a survey
A survey has a type (CSAT, NPS, CES or custom), an audience (customers or your own team) and a list of questions. CSAT, NPS and CES surveys need exactly one question of their own type: it is the main score that goes into reports, into the ticket and into the follow-up rule. You can add text, yes/no and multiple-choice questions, and show a question only when a previous one has a given answer. Editing the questions creates a new version; answers already received keep the version they answered.
When and how to send
Sending rules are data, not code. Each rule says what triggers it (ticket resolved, chat or WhatsApp conversation closed, incident resolved, or manual), which channel it uses (email, link, WhatsApp template or customer portal), optional conditions (queue, ticket channel, priority, category), a delay, an expiration and an optional reminder. The rule also sets the minimum number of days between two invitations to the same person, across all surveys: a customer with three tickets in a week receives one survey, not three. Skipped invitations show up in the report with the reason.
WhatsApp requires a message template approved in your WhatsApp Business account; the survey link is passed as the first variable. The portal channel does not send anything: the pending survey appears when the customer signs in to the portal.
Answering
The customer answers on a public page reached by a unique link. Named surveys can be corrected while the link is valid; anonymous surveys accept a single answer. The score of a CSAT, NPS or CES survey about a ticket is mirrored on the ticket (CSAT, CES and NPS fields), so the console metrics, dashboards and the supervision wall keep working as before.
Closing the loop
A low score (CSAT at or below 2, NPS at or below 6, CES at or above 5 by default; each survey can change the threshold) opens a follow-up with its own state: open, contacted, closed with an outcome. The actions are configured per survey: notify the ticket owner, notify managers, create a task, create a new ticket, reopen the resolved ticket. Closing a follow-up requires writing the outcome. The history is append-only. You can also open a follow-up by hand from any comment in the report.
Team surveys
Surveys with the Team audience are always anonymous. Each person receives one invitation per wave (for example, one per month). The answer is never linked to the invitation, and any breakdown with fewer than 5 answers is shown without the score.
Report
The report shows the main score by survey, agent, queue, channel, region (the customer's country), company or period, the distribution of scores, the monthly trend, the response rate with the reasons invitations were skipped, and the free-text comments. Text analysis by AI (sentiment and topics) runs on demand, is metered like any other AI use, and only suggests. The consolidated view also counts the legacy ticket CSAT and NPS that did not come from a survey, and the helpful/not helpful feedback on knowledge base articles.