CSAT

Smart CSAT seems to consider only emails and not considering comments on conversations.If one of our users comment and say for example 'case closed could not reach user' CSAT will still apply score without considering the comments on the conversat...

* On the analytics table when you click to view the smart csat score for a particular user(image1a) you are getting a list of conversations(image1b) where smart csat got added but you need to open each of these to see the star score. It would be u...

Currently, Smart CSAT only applies to shared inboxes. However, with our business structure (and I imagine, many others), we have dedicated AMs/CSMs for certain ares of work. The same goes for our Sales team. Without the ability to Smart CSAT their...

I could add conversation/ticket ID into subject or message body, but for a person with multiple conversation threads it could be confusing to relate which survey to the respective conversation. It would be helpful for the respondent to be able to ...

Currently CSAT survey post closing a ticket/thread for multiple email recipients are sent out with generic email. The form requests for the respondent to enter their email address. It would be easier and quicker for the respondent to respond if Fr...

I have some existing automations which run when a comment is added with "CSAT Received" type content. Trouble is, I can't tell when it's submitted by a human or AI CSAT. I'd love a new rule trigger - CSAT Score. So I can start running a rule when ...

Exposing new API endpoints for extracting CSAT Scores would be very useful. For example, provide a `GET /analytics/csat` endpoint to list CSAT scores. Provide the response data in a structured way with the score, reviewer, reviewee (teammate), com...

It would be great to have the ability to update a CSAT score. A user might initially rate the service poorly - perhaps due to a slower response or not receiving the answer they expected. However, as the conversation continues and the issue gets re...