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CSAT on ticket

CSAT on ticket offers a simplified approach to measure customer satisfaction level for the ticket resolved with the help of surveys which can be utilized to enhance the overall customer experience.

This snap-in displays a survey scale to the customers after their ticket gets resolved on how satisfied they are. The questions can be customized to align with their requirements.

Installation

  1. Install the CSAT on ticket from the DevRev marketplace.
  2. Select the dev org to install the snap-in, confirm installation, and click Deploy snap-in.

Configuration

  1. Go to Snap-ins > CSAT on ticket > Configure.
  2. Select the channel you want to send the survey on in Survey channel.
  3. Write introductory text for the survey in Survey introductory text.
  4. Customize your survey response scale which is shown to the customers to select from in Survey response scale.
  5. To collect additional feedback from the customer along with the scale rating, ensure that the toggle for Additional Feedback Request configuration is enabled.
  6. Write a query for the customers after the survey is populated in Survey query.
  7. Write a message for the customers after the survey response is submitted in Survey response message.
  8. Specify the time for the survey to expire (in minutes) in Survey expires after.

csat on ticket

  1. Click Save > Next and deploy the snap-in.
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You can now use the /survey command to manually collect CSAT feedback without having to wait till the conversation is resolved in Tickets > Customer messages.