CSAT surveys and results

A CSAT survey in Deskwoot is a one-question rating prompt sent automatically after a conversation is resolved, asking the customer to score their support experience and optionally leave a comment. You configure it per inbox, not globally, and it is available on the Business plan and above. That setup means you can run satisfaction surveys on the inboxes where they matter (say, your main support email) and leave them off elsewhere.

Which plan do I need for CSAT?

CSAT requires the Business plan or higher. On the Hacker and Startup plans the survey settings are locked. If you are on the 7-day Enterprise trial, CSAT is available to test, and it stays available as long as your plan is Business or above after the trial ends. You can compare what each tier includes on the pricing page.

How do I turn on CSAT surveys?

CSAT is set up on each inbox, so you turn it on where you want it rather than account-wide.

1. Go to Settings > Inboxes and open the inbox you want to survey.
2. Switch to the inbox's CSAT tab.
3. Switch on Customer Satisfaction (CSAT), optionally change the Question text and the Rating style, and click Save CSAT Settings.
4. Repeat for any other inbox where you want surveys. Inboxes you leave off will not send a survey.

Once an inbox has CSAT enabled, the customer gets a short rating prompt in that same channel after their conversation is resolved. They pick a rating and can add an optional written comment.

Where do I see CSAT results?

All ratings roll up into one place regardless of which inbox they came from.

1. Open Reports from the main sidebar and select the CSAT report.
2. Set the date range you want to look at.
3. Read the overall score plus the individual ratings and their comments. The comments are usually where the real signal is.

The CSAT report also feeds the overall CSAT figure you see on the main conversation analytics dashboard, and CSAT per agent shows up in agent performance.

Tips for getting useful CSAT data

• Resolve while the customer is still around. Surveys fire on resolution, so closing a conversation days after the last message tends to get ignored.
• Read the low scores first. A bad rating with a comment usually points at a specific, fixable problem.
• Watch the trend, not single scores. One low rating is noise. A slide over several weeks is worth digging into.
• Turn it on selectively. Surveying a noisy or internal inbox just adds clutter. Keep CSAT on the inboxes you actually want to measure.

Surveys are not going out

Two things to check. First, confirm CSAT is toggled on for that specific inbox under Settings > Inboxes, since it is set per inbox and not for the whole account. Second, confirm the conversations are actually being resolved and not just left idle. The survey only goes out when the conversation is resolved, by an agent or by a rule, a macro or auto resolve. Conversations in a REST API inbox get no survey.

Frequently asked questions