CSAT

Problem CSAT surveys only support a single question, limiting the feedback teams can collect per interaction. Request Allow adding multiple questions to CSAT surveys.

Problem CSAT surveys only support a single scale format, so teams that need 1-10 ratings or emoji-based scales cannot match their preferred survey style. Request Support additional survey scale formats such as 1-10 numeric and 3-point smiley face ...

Problem CSAT survey rules only support a fixed delay after the trigger — there is no way to control the day or time a survey is sent, reducing response rates. Request Add time-of-day and day-of-week conditions to CSAT rules so surveys can be sent ...

Problem CSAT survey comments are visible to all teammates, which may be inappropriate when feedback is negative or sensitive. Request Allow admins to hide CSAT comments from teammates while still recording and analyzing the survey results.

Problem CSAT survey comments don't show who submitted them, making it impossible to attribute feedback or identify potential self-ratings by agents. Request Display the identity of who submitted each CSAT survey comment.

Request Send CSAT surveys in the recipient's language—German, French, and other supported languages—rather than English only.

Request Add customization options for CSAT survey look and feel, including fonts, font colors, and other visual elements.

Request Allow users to modify or remove customer satisfaction survey responses to correct errors or remove invalid submissions.

Problem We need to programmatically access CSAT scores and survey data from external systems for analytics and reporting. Request Expose API endpoints (e.g., GET /analytics/csat) to retrieve CSAT scores with structured data including score, review...

Problem CSAT surveys remain accessible indefinitely. Request Allow setting an expiration duration after which the survey link is no longer accessible.