CSAT Surveys

CSAT surveys ask customers how support did after a ticket is resolved. FyneDesk can add a one-tap star rating to the resolved-ticket email, then collect an optional written comment on a short thank-you page.

Plan note Turning on the email survey is a Pro feature. Customizing the wording, timing, comment option, and thank-you message is a Business feature.

Before you start

You need to be a FyneDesk Admin.
Your team should already be resolving tickets through FyneDesk.
Make sure resolved-ticket emails are part of your customer communication flow.
Decide who will review ratings and follow up on poor feedback.

How the survey works

An agent resolves a ticket.
FyneDesk sends the customer the resolved-ticket email.
If CSAT is enabled, the email includes a star rating block.
The customer taps a star. The rating is recorded right away.
If comments are enabled, the customer can add a short note on the thank-you page.

Turn on CSAT surveys

In FyneDesk, open Settings → Email → Survey.
Turn on Enable the survey.
Review the email preview on the page.
Click Save survey settings.
Resolve a test ticket and confirm the survey appears in the resolved-ticket email.

Customize the survey

On Business, admins can customize more of the survey experience:

Survey prompt: the sentence shown above the stars.
Written comment: whether customers can leave an optional note after rating.
When to send: resolved tickets only, or resolved and closed tickets.
Link expiry: how long the rating link should work.
Thank-you message: the message customers see after they rate.

Keep it short A simple prompt such as "How did we do?" usually gets more responses than a long survey request.

Review feedback

Use CSAT feedback to improve the support process, not just to score agents. Look for patterns: slow replies, unclear answers, repeat issues, or confusing handoffs. If a customer leaves a low rating with a comment, follow up quickly while the ticket context is still fresh.

Recommended setup for new teams

Start with the default prompt and comments enabled.
Send surveys when tickets are resolved, not on every small status change.
Review ratings weekly until your team understands the feedback pattern.
Create a response habit for low ratings: acknowledge, investigate, and reply when appropriate.
Revisit the wording after you have at least a few weeks of responses.

Troubleshooting

I cannot enable the survey. Confirm you are an Admin and that your plan includes email CSAT surveys.

I can enable it but cannot edit the wording. Customization is a Business feature. Pro workspaces can enable the survey using the default experience.

The email preview looks different from the final email. Email clients render messages differently. The preview is meant to show the content and layout, but the exact spacing may vary.

A rating link stopped working. The link may have expired based on your expiry setting.

Privacy & trust

CSAT ratings and comments are customer feedback. Treat them as support records. Do not ask customers to include passwords, payment details, private keys, or medical or legal details in a CSAT comment.