> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ravenna.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# CSAT survey

> Collect customer satisfaction feedback from ticket requesters automatically with 5-star Slack surveys triggered on resolution and tracked in analytics.

Automatically collect customer satisfaction feedback from <Tooltip headline="Ticket" tip="Support request or work item" cta="Learn about tickets" href="/documentation/tickets/channels">ticket</Tooltip> requesters when tickets are resolved. CSAT surveys use a 5-star rating system delivered via Slack. Customers rate their experience and provide optional feedback, helping you measure service quality and identify improvement opportunities.

<Note>
  CSAT surveys deliver as Slack messages today. CSAT delivery via Microsoft Teams is not yet supported in the current beta; tickets opened from Teams will not receive an in-Teams CSAT prompt. See the [Microsoft Teams integration overview](/integrations/microsoft-teams/overview).
</Note>

Configure CSAT surveys at the <Tooltip headline="Channel" tip="Organized workspace for managing tickets by team or topic" cta="Learn about channels" href="/documentation/tickets/channels">channel</Tooltip> level to control which support channels collect satisfaction feedback. All responses are tracked in <Tooltip headline="Analytics" tip="Reporting and metrics tracking system" cta="Learn about analytics" href="/documentation/measure/analytics">Analytics</Tooltip> for performance monitoring and trend analysis.

<Callout icon="link" color="#6B7280">
  Learn more about [CSAT analytics](/documentation/measure/analytics#prepackaged-dashboards) and [channels](/documentation/tickets/channels)
</Callout>

***

## Enabling CSAT surveys

Configure CSAT surveys for your support <Tooltip headline="Channels" tip="Organized workspaces for managing tickets by team or topic" cta="Learn about channels" href="/documentation/tickets/channels">channels</Tooltip> to start collecting customer feedback.

<Steps>
  <Step title="Navigate to channel settings">
    From your <Tooltip headline="Workspace" tip="Your organization's Ravenna environment" cta="Learn about workspace" href="/documentation/platform/workspaces/overview">workspace</Tooltip>, go to the <Tooltip headline="Channel" tip="Organized workspace for managing tickets by team or topic" cta="Learn about channels" href="/documentation/tickets/channels">channel</Tooltip> where you want to enable CSAT surveys and click **Settings**.
  </Step>

  <Step title="Access Slack settings">
    In the left settings navigation, click **Slack** to access Slack-related configurations.
  </Step>

  <Step title="Enable CSAT">
    Find the **Send CSAT on Ticket Resolution** card and toggle the setting to **enabled**.
  </Step>

  <Step title="Save configuration">
    Your CSAT settings are automatically saved. CSAT surveys will now be sent to requesters when <Tooltip headline="Tickets" tip="Support requests and work items" cta="Learn about tickets" href="/documentation/tickets/channels">tickets</Tooltip> in this channel are resolved.
  </Step>
</Steps>

<Info>
  CSAT can be enabled or disabled independently for each <Tooltip headline="Channel" tip="Organized workspace for managing tickets by team or topic" cta="Learn about channels" href="/documentation/tickets/channels">channel</Tooltip>, allowing you to customize which support channels collect satisfaction feedback.
</Info>

***

## How CSAT surveys work

CSAT surveys automatically trigger when <Tooltip headline="Tickets" tip="Support requests and work items" cta="Learn about tickets" href="/documentation/tickets/channels">tickets</Tooltip> are marked as resolved, sending interactive rating messages to requesters via Slack.

### Survey delivery

<Steps>
  <Step title="Ticket resolution">
    When an <Tooltip headline="Agent" tip="Team member who responds to tickets" cta="Learn about roles" href="/documentation/tickets/roles">agent</Tooltip> changes a ticket <Tooltip headline="Status" tip="Current state of a ticket" cta="Learn about statuses" href="/documentation/tickets/organize/statuses">status</Tooltip> to **Done**, Ravenna automatically triggers the CSAT survey process.
  </Step>

  <Step title="Survey sent to requester">
    Ravenna immediately sends a CSAT survey message to the ticket <Tooltip headline="Requester" tip="Person who created the ticket" cta="Learn about roles" href="/documentation/tickets/roles">requester</Tooltip> via Slack.
  </Step>

  <Step title="Customer response">
    The <Tooltip headline="Requester" tip="Person who created the ticket" cta="Learn about roles" href="/documentation/tickets/roles">requester</Tooltip> receives an interactive Slack message with 5-star rating buttons and can optionally provide additional feedback.
  </Step>

  <Step title="Feedback recorded">
    Once submitted, the requester receives confirmation and the feedback is recorded in the <Tooltip headline="Ticket" tip="Support request or work item" cta="Learn about tickets" href="/documentation/tickets/channels">ticket</Tooltip> timeline and <Tooltip headline="Analytics" tip="Reporting and metrics tracking system" cta="Learn about analytics" href="/documentation/measure/analytics">Analytics</Tooltip>.
  </Step>
</Steps>

### Survey experience

<AccordionGroup>
  <Accordion title="For requesters" defaultOpen>
    When their <Tooltip headline="Ticket" tip="Support request or work item" cta="Learn about tickets" href="/documentation/tickets/channels">ticket</Tooltip> 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
  </Accordion>

  <Accordion title="For agents">
    <Tooltip headline="Agents" tip="Team members who respond to tickets" cta="Learn about roles" href="/documentation/tickets/roles">Agents</Tooltip> receive notifications when CSAT responses are submitted and can view feedback directly in the <Tooltip headline="Ticket" tip="Support request or work item" cta="Learn about tickets" href="/documentation/tickets/channels">ticket</Tooltip>.

    * Receive notifications when customers submit CSAT responses
    * View feedback directly in the ticket timeline
    * See CSAT data in ticket events for complete context
  </Accordion>
</AccordionGroup>

***

## Find tickets by CSAT score

Each <Tooltip headline="Ticket" tip="Support request or work item" cta="Learn about tickets" href="/documentation/tickets/channels">ticket</Tooltip> stores its final CSAT rating directly on the ticket, so you can sort, filter, and report on satisfaction without leaving the ticket list.

<AccordionGroup>
  <Accordion title="Filter by CSAT score" icon="list-filter" defaultOpen>
    Use the **CSAT score** filter in any <Tooltip headline="View" tip="Saved filters and column configurations for organizing tickets" cta="Learn about views" href="/documentation/tickets/organize/views">view</Tooltip> to narrow tickets by their rating:

    * Pick one or more star ratings (1-5) to focus on specific scores.
    * Filter for tickets without a score to find resolved tickets that have not yet received feedback.
    * Combine with other filters (such as **Channel** or **Assignee**) to investigate satisfaction patterns for a specific team or topic.
  </Accordion>

  <Accordion title="Show CSAT score in the table" icon="table">
    In table <Tooltip headline="Views" tip="Saved filters and column configurations for organizing tickets" cta="Learn about views" href="/documentation/tickets/organize/views">views</Tooltip>, enable the **CSAT score** column from the column visibility menu to see each ticket's rating at a glance. The column displays the rating as stars, with an empty value for tickets that have not yet been rated.

    Sort the column ascending or descending to surface your highest or lowest-rated resolutions.
  </Accordion>
</AccordionGroup>

<Info>
  A ticket's CSAT score updates as soon as the requester submits their rating. If a requester resubmits feedback, the ticket reflects the latest score.
</Info>

***

## CSAT data and analytics

All CSAT responses are available in <Tooltip headline="Analytics" tip="Reporting and metrics tracking system" cta="Learn about analytics" href="/documentation/measure/analytics">Analytics</Tooltip> to help you measure and improve service quality.

### Available metrics

* Overall customer satisfaction scores across all <Tooltip headline="Tickets" tip="Support requests and work items" cta="Learn about tickets" href="/documentation/tickets/channels">tickets</Tooltip>
* Satisfaction scores by <Tooltip headline="Priority" tip="Urgency level of a ticket" cta="Learn about priorities" href="/documentation/tickets/organize/priorities">priority</Tooltip> levels
* Response rates and trends over time
* Filter data by date ranges, <Tooltip headline="Channels" tip="Organized workspaces for managing tickets by team or topic" cta="Learn about channels" href="/documentation/tickets/channels">channels</Tooltip>, and ticket priorities
* Identify patterns and opportunities for service improvement
* Group custom dashboards by **CSAT score** to see ticket distribution across each rating (1-5 stars) plus a "No CSAT" bucket for unrated tickets

<Note>
  CSAT data is only available for <Tooltip headline="Channels" tip="Organized workspaces for managing tickets by team or topic" cta="Learn about channels" href="/documentation/tickets/channels">channels</Tooltip> where customer satisfaction surveys have been enabled and tickets have been resolved with customer feedback.
</Note>

<Callout icon="link" color="#6B7280">
  Learn more about [CSAT analytics dashboard](/documentation/measure/analytics#prepackaged-dashboards)
</Callout>