Customer Satisfaction (CSAT) allows you to measure how customers rate their support experience after a ticket has been completed.
Enabling CSAT
CSAT is configured per branding.
- Go to Branding > Customer Feedback.
- Enable the CSAT toggle for the desired branding.
Once the toggle is enabled, all customers associated with that branding will automatically receive a CSAT survey when a ticket is closed (completed and cancelled).
Customer Experience
Providing feedback is designed to be quick and simple:
After a ticket is closed, customers can:
- Select their satisfaction rating with a single click
- Change their rating afterwards if needed
- Optionally provide additional comments or feedback
The selected rating is stored immediately after the customer clicks their preferred score.
Retrieving CSAT Data
CSAT results can be retrieved through the Partner API. You can found the documentation here. The API provides access to CSAT information linked to support tickets, allowing you to use the data for reporting and analytics purposes.
Reporting
CSAT results can also be included in the daily and weekly reports that are distributed through Power BI.
If you would like to add CSAT metrics to your reports, please contact us via: support@jifeline.com
Test CSAT yourself before enabling it for all customers
If you would like to test the CSAT functionality before rolling it out to all customers, you can create a separate branding and enable CSAT only for that branding.
Next, assign a test customer to the new branding and complete or cancel a test ticket. This allows you to verify the customer experience and validate your reporting setup before enabling CSAT for your production branding(s).