NPS and negative rating alerts
Beyond CSAT/CES, send a ticket NPS survey (0 to 10). Low scores alert the manager and reopen the ticket for follow-up; reports show NPS by agent, team and period.
The NPS survey measures customer loyalty on a 0 to 10 scale. It complements CSAT (satisfaction with support) and CES (customer effort).
Sending the survey
On the ticket, use the send NPS action to email the survey to the requester. The customer answers on a secure public page choosing 0 to 10 and optionally leaving a comment. Each ticket gets one survey (idempotent).
Alerts and automatic follow-up
- A low score (CSAT 1–2 or NPS detractor, 0–6) raises a bell alert for the assignee and managers, with the customer comment.
- If the ticket was already resolved, it reopens automatically so the team can follow up.
Reports
- The metrics tab shows the period NPS (promoters minus detractors) and the number of responses.
- Satisfaction appears by agent and by team (average CSAT and NPS), for the period you choose.