CSAT Survey

How to setup and send ClearFeed CSAT Surveys

ClearFeed CSAT

ClearFeed currently supports automatic Slack-Native CSATs for either:

• All Requests

• Only Tickets (Only for requests which have been converted to a ticket)

If your account is on the Internal Helpdesk product edition - the CSAT surveys can only be sent on tickets and not on All Requests.

When the CSAT survey is enabled and the request or Ticket moves to the Solved state (the terminal state for a specific ticketing integration), a CSAT Survey message will be sent to the request channel visible to the requester.

CSAT Type Options

ClearFeed now allows you to configure the type of CSAT survey:

• Emoji Rating (5-Point Survey): Requesters can rate support on a 5-point scale, where 5 is represented by the left-most emoji (😊) and 1 by the right-most emoji (😠). This option is ideal if you want more granular feedback on the support experience.

  

  An example of CSAT Survey Message
• Thumbs Up/Down Rating (2-Point Survey): Requesters can simply give a 👍 or 👎 rating for the support received. This is a lightweight option suited for quick feedback collection.

You can select the CSAT type while configuring the CSAT in the Collection Settings.

Additional Configuration Options

• Delay Before Sending Survey: Add a wait time (e.g., 1 hour or 24 hours) between when the request is marked as solved and when the CSAT survey is sent. This ensures the user has time to process the resolution before being prompted for feedback.

• Customize the CSAT Survey Question: By default, the CSAT question is "How would you rate the support received?" — but you can modify it to match your support team's voice.

• Request Additional Comments Based on Rating: You can optionally prompt requesters for additional comments based on their CSAT rating.

  • For Emoji Ratings: typically configured for low scores (e.g., 1–3 out of 5).

  • For Thumbs Up/Down Ratings: configurable for 👎, or both.

Who can respond?

Any user on the request channel who is not set as a "Responder" in ClearFeed will be able to respond. In other words, any non-responder on the request channel can add and respond to the ClearFeed CSAT Survey.

(Not sure who are responders for your Collections - check out this guide to understand the responder settings).

Configure CSAT

To configure Customer Satisfaction (CSAT) surveys for your Collection:

1. Access the desired Collection

2. Select Collection Settings

3. Locate the CSAT Settings section

4. Enable the CSAT feature by toggling ON Enable CSAT survey

5. Define survey scope (External Product Edition accounts only):

   • All Requests

   • Only Tickets

6. Select your preferred CSAT Type:

   • Emoji Rating (5-point scale)

   • Thumbs Up/Down Rating (2-point scale)

7. Set a Delay (optional)

8. Customize the CSAT Survey Question text (optional)

9. Configure specific Additional Comments prompts based on rating values (optional)

View Results

CSAT scores and comments can be viewed against a request via the Collections Dashboard.

• To view this, head over to the collection with CSAT enabled and choose CSAT from Modify Column to add the CSAT score as a viewable column.

• You can open an individual request to view the specific CSAT comments.

CSAT Comments are not visible on the request view if no triage channel is configured for the Collection. Learn how to configure a triage channel here.

This score and comments are also available while viewing details of the request by selecting the request from the dashboard.

CSAT Rating and Comment visible in the request view