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CSAT (Customer Satisfaction) ​

View, filter, and manage customer satisfaction survey results across all platform channels.

What You Can Do ​

  • View all customer satisfaction ratings in a centralized table
  • Filter ratings by company, carrier, agent, source type, score, platform, and date range
  • See where each rating came from: the web platform or WhatsApp
  • View CSAT survey results directly inside a ticket conversation
  • Add or update admin follow-up comments on ratings
  • Export rating data for reporting

Getting There ​

Navigate to CSAT from the main sidebar menu. You need the menu-csat permission to access this module.

Common Tasks ​

Viewing All Ratings ​

  1. Click CSAT in the sidebar
  2. The ratings table loads with all active ratings sorted by date (newest first)
  3. Each row shows: company, carrier, source type, reference, star rating, date, and customer comment

Filtering Ratings ​

  1. Use the filter bar at the top of the table
  2. Available filters:
    • Company ID — Enter one or more company IDs separated by commas
    • Carrier — Select one or more carriers
    • Agent — Select the agent who resolved the related ticket
    • Source — Choose between Ticket, Carrier, or Shop
    • Score — Filter by star rating (1–5)
    • Source Platform — Filter by Platform (web) or WhatsApp
    • Date Range — Select a start and end date
  3. The table updates automatically as you apply filters

Identifying the Rating Source Platform ​

Each rating row displays the source platform below the star rating:

  • A cart icon with the label "Platform" indicates the rating was submitted from the web
  • A WhatsApp icon (green) with the label "WhatsApp" indicates it was submitted via WhatsApp

Viewing CSAT Results Inside a Ticket ​

  1. Open a ticket that is in ACCEPTED or DECLINED status
  2. Scroll to the bottom of the chat conversation
  3. The CSAT survey card appears with:
    • The customer's star rating
    • Their comment (if any)
    • The resolution agent name
    • The time it took to resolve (in hours)
    • Any admin follow-up comment (if one was added)
  4. Click the card header to collapse or expand it

TIP

CSAT data only appears for tickets in terminal status (ACCEPTED or DECLINED). For tickets still in progress, no survey card is shown.

Viewing Rating Details ​

  1. In the CSAT table, click the Details button on any row
  2. If the rating source is a ticket, the ticket detail offcanvas opens directly
  3. If the source is a carrier or shop, the CSAT detail offcanvas opens with the full rating information

Adding a Follow-up Comment ​

  1. Click the dropdown arrow next to the Details button on a rating row
  2. Select Add Comment
  3. Type your follow-up comment in the modal
  4. Click Save
  5. The comment and your name will appear in the rating details and in the inline ticket survey card

Updating a Follow-up Comment ​

  1. On a row that already has a follow-up comment, click the dropdown arrow
  2. Select Update Comment
  3. Edit the comment text
  4. Click Save

Frequently Asked Questions ​

Why don't I see a CSAT card in the ticket? ​

The CSAT card only appears for tickets with status ACCEPTED or DECLINED. If the ticket is still open or pending, no survey data will be shown. Also, the customer must have actually submitted a rating for that ticket.

Can I see CSAT ratings without access to the CSAT module? ​

Yes, partially. If you have the company-request-view permission (ticket viewing), you can see CSAT survey results inline within tickets. However, the full CSAT table and filters require the menu-csat permission.

What's the difference between Source and Source Platform? ​

  • Source indicates what entity was rated: a ticket, carrier, or shop
  • Source Platform indicates the channel through which the rating was submitted: the web platform or WhatsApp

How is Resolution Time calculated? ​

Resolution time is the number of hours between when the ticket was created and when the last resolution comment was posted (status changes to ACCEPTED or DECLINED).

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