CSAT ratings
Overview
CSAT stands for customer satisfaction: after a case is handled, the customer receives a link and rates it with 1 to 5 stars, optionally with a comment. This page shows the ratings submitted, with value, comment, the related ticket and the time.
The comment is the more valuable part. A star value says that something was wrong; the comment says what. The support report only computes the value — the sentences live here.
Core tasks
Review ratings. The list carries rating, comment, ticket and date. Through the ticket you reach the case's full trail — the way to understand a poor rating rather than merely count it.
Connect rating and trail. A rating without a look at the case is a number without a story. Jumping into the ticket shows duration, number of handovers and the actual replies.
Fields in detail
The rating is filled in by the customer, not by you. This page shows what came back.
| Field | Required | Values / format | What it does |
|---|---|---|---|
Score score | yes | 1 to 5 | How satisfied the customer was. All ratings together form the satisfaction rate per agent, team and period. |
Comment comment | no | text, max. 2000 characters | What the customer wrote alongside. The more valuable part — a 3 without a sentence says little, a 3 with one is an assignment. |
Token token | yes | text, max. 64 characters | The invitation the customer received by mail. It is the authorisation to rate and works exactly once; that is why the rating page needs no login. |
The question is triggered as soon as a ticket moves into a status that counts as resolved — see ticket settings.
Settings & permissions
- Module
module.tickets. tickets.ticket.view— ratings follow the visibility of their tickets.- The rating link is single-use. It works exactly once; a second attempt reports that a rating has
already been given. That prevents multiple ratings from a forwarded link.
- Sending the link runs through the system's communication path, see
FAQ & troubleshooting
Hardly any ratings come in. Check whether the rating link is being sent at all — it hangs off the reply or closing template. No link, no rating.
A customer reports the link does not work. The link is single-use and has to be used in full. A truncated link — from a line break in a mail client, say — reports itself as incomplete.
A rating seems unfair. Jump into the ticket. Often the trail explains the rating — long pauses, repeated handovers, follow-up questions left unanswered.
We want to change the scale. The scale is 1 to 5 stars. What can be shaped is the wording of the invitation.