> ## Documentation Index
> Fetch the complete documentation index at: https://docs.connectly.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer Satisfaction Survey

> Send a satisfaction survey to customers after a ticket is closed, so you can measure how your support is doing ⚙️

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](/inbox/ticket-management):

* 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.