Skip to main content
The Customer Satisfaction Survey lets you automatically ask customers how their support experience went, right after their ticket wraps up. You configure it in Settings → Inbox. Use the toggle to turn it on or off.
Send a satisfaction survey when a ticket is closed after a real conversation between an agent and a customer

​
Why it matters

A satisfaction survey is the simplest way to hear directly from your customers about the quality of the support they received. Because the survey is sent when a ticket is closed after a real conversation between an agent and a customer, the feedback you collect reflects genuine, human-handled interactions — not conversations that closed without anyone stepping in. Turning this on gives your team a steady signal of how support is landing with customers, which you can use to spot problems early, recognize strong performance, and track whether changes to your process are actually improving the experience.

​
How it fits with the ticket lifecycle

The survey is tied to the moment a ticket closes, so it works together with the ticket lifecycle settings in Ticket management & automation:
  • A ticket reaches the closed state either when an agent closes it, or automatically via Ticket Closure Time after it’s been marked resolved.
  • Two extra conditions must be met before a survey goes out: the ticket must have been closed after a real conversation between an agent and a customer. Tickets that close without genuine agent–customer interaction don’t trigger a survey.
In other words, whatever closes the ticket, the survey only fires for conversations a person actually handled.