What CSAT does for you
CSAT (Customer Satisfaction) lets you automatically ask customers how their support experience went. After a ticket is closed, Rep Inbox emails the customer a short survey asking them to rate the interaction from 1 to 5 and, if they'd like, leave a comment. Those ratings flow straight into your Analytics and onto the ticket itself, so you can track satisfaction over time and by agent — with no manual setup beyond turning the feature on.
Turning CSAT on
Go to Settings → CSAT in your Rep Inbox.
Switch the CSAT toggle on.
Review the trigger, timing, and email content settings (below) and save.
Once enabled, every ticket that closes queues up a survey for the customer. If you ever turn CSAT back off, any surveys that haven't sent yet are paused — they won't go out while CSAT is off, but they'll resume if you turn it back on before they expire. Tickets that close while CSAT is off never get a survey.
Choosing when surveys are sent
You control exactly when a customer gets asked for feedback. Surveys are always sent after a ticket is closed (closing a ticket automatically resolves it).
Delay — Set how long to wait after the ticket closes before the email goes out, anywhere from 1 hour up to 7 days. (Default: 24 hours.) A short delay gives the customer a moment to reopen if something wasn't actually fixed.
Response window — Set how long the survey stays open, anywhere from 1 to 60 days. After this window passes, the survey link expires and can no longer be answered. (Default: 14 days.)
Email content — Customize the survey email's subject and body, or leave them as Rep's default neutral copy. The available merge variables are {{customer_name}}, {{ticket_subject}}, and {{rating_link}}.
As you adjust the delay, a sentence on the settings page updates to show when the next survey would be sent — for example, "Surveys fire 1 day after ticket is closed." A preview of the survey email also updates live as you edit the subject and body.
What your customer sees
After the delay you set, the customer receives the survey email.
They click the "Rate your experience" link, which opens a simple web page — no login required.
The page shows a 1-to-5 rating and an optional comment box.
Once they pick a rating and submit, they see a thank-you message. Each survey can only be answered once.
If a customer opens a link that has already been used or has expired, they'll see a friendly explanation rather than an error.
Where feedback shows up on the ticket
When a customer submits a rating, the ticket is automatically tagged Customer Feedback, so you can filter your inbox to rated tickets at a glance. The rating — and the customer's comment, if they left one — appears as a highlighted card inside the ticket's conversation, just after the last message that was sent before the ticket closed.
Seeing your results
CSAT ratings appear automatically in your Rep Inbox Analytics:
The CSAT overview on the Analytics page shows your average score, total number of responses, and the spread of ratings. It respects the date filter at the top of the page.
Your per-agent performance table fills in each agent's average CSAT, so you can see satisfaction by team member.
CSAT is included in the Agent Performance CSV export. (Other analytics exports don't include CSAT yet.)
There's nothing extra to set up here — as soon as your first customer submits a rating, these views begin to populate.