LIMNN
Support & Help Desk

CSAT

Collect satisfaction ratings after resolution and act on the results.

5 min read

CSAT asks customers to rate a support interaction after it resolves. Results appear in Support > CSAT and feed dashboards and BI.

How surveys are sent

  • Tickets: sent when the ticket reaches a status flagged isResolved.
  • Chat: the widget asks at the end of a WidgetConversation; the score is stored on the conversation (csatScore, csatComment).
  • One survey per ticket; reopening and resolving again does not double-send by default.

Reviewing results

  1. 1Open Support > CSAT to see average score, response rate and trend.
  2. 2Filter by agent, queue, category or channel.
  3. 3Open low scores to read the comment and the full ticket.
  4. 4Follow up with the customer and tag the ticket for coaching.
Agent-level CSAT is a coaching signal; low response rates make small samples unreliable.
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