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Automatically collect customer satisfaction feedback from requesters when tickets are resolved. CSAT surveys use a 5-star rating system delivered via Slack, allowing customers to rate their experience and provide optional feedback to help you measure service quality and identify improvement opportunities. Configure CSAT surveys at the level to control which support channels collect satisfaction feedback. All responses are tracked in for performance monitoring and trend analysis.
Learn more about CSAT analytics and channels

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Enabling CSAT surveys

Configure CSAT surveys for your support to start collecting customer feedback.
1

Navigate to channel settings

From your , go to the where you want to enable CSAT surveys and click Settings.
2

Access Slack settings

In the left settings navigation, click Slack to access Slack-related configurations.
3

Enable CSAT

Find the Send CSAT on Ticket Resolution card and toggle the setting to enabled.
4

Save configuration

Your CSAT settings are automatically saved. CSAT surveys will now be sent to requesters when in this channel are resolved.
CSAT can be enabled or disabled independently for each , allowing you to customize which support channels collect satisfaction feedback.

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How CSAT surveys work

CSAT surveys automatically trigger when are marked as resolved, sending interactive rating messages to requesters via Slack.

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Survey delivery

1

Ticket resolution

When an changes a ticket to Done, Ravenna automatically triggers the CSAT survey process.
2

Survey sent to requester

Ravenna immediately sends a CSAT survey message to the ticket via Slack.
3

Customer response

The receives an interactive Slack message with 5-star rating buttons and can optionally provide additional feedback.
4

Feedback recorded

Once submitted, the requester receives confirmation and the feedback is recorded in the timeline and .

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Survey experience

For requesters

When their is resolved, requesters receive a Slack message notification asking them to rate their satisfaction.
  • Click 1-5 stars to rate satisfaction with the service
  • Optionally provide additional feedback through a modal that opens after rating
  • Receive confirmation that feedback was successfully recorded
receive notifications when CSAT responses are submitted and can view feedback directly in the .
  • Receive notifications when customers submit CSAT responses
  • View feedback directly in the ticket timeline
  • See CSAT data in ticket events for complete context

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CSAT data and analytics

All CSAT responses are available in to help you measure and improve service quality.

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Available metrics

  • Overall customer satisfaction scores across all
  • Satisfaction scores by levels
  • Response rates and trends over time
  • Filter data by date ranges, , and ticket priorities
  • Identify patterns and opportunities for service improvement
CSAT data is only available for where customer satisfaction surveys have been enabled and tickets have been resolved with customer feedback.
Learn more about CSAT analytics dashboard