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What is CSAT? Customer Satisfaction (CSAT) is a key metric that measures how satisfied customers are with your support service. Ravenna automatically sends CSAT surveys via Slack when tickets are resolved, using a 5-star rating system with optional feedback.

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Overview

CSAT in Ravenna provides a comprehensive customer satisfaction system that integrates seamlessly with your ticket workflow. When tickets are marked as “DONE”, requesters automatically receive a Slack message asking them to rate their experience from 1 to 5 stars, with the option to provide additional feedback.

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Enabling CSAT

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

Navigate to Queue Settings

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

Access Slack Settings

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

Enable CSAT

Find the Send CSAT on Ticket Resolution card and toggle the setting to enabled.
Per-Queue Configuration: CSAT can be enabled or disabled independently for each queue, allowing you to customize which support channels collect satisfaction feedback.
4

Save Configuration

Your CSAT settings are automatically saved. CSAT surveys will now be sent to requesters when tickets in this queue are resolved.

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How CSAT Works

Understanding the complete CSAT workflow helps you set proper expectations with your team and customers.

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Automatic Survey Trigger

1

Ticket Resolution

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

Survey Delivery

If conditions are met, Ravenna immediately sends a CSAT survey message to the ticket requester via Slack.
3

Customer Response

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

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Survey Experience

For Requesters: When their ticket is resolved, requesters receive a Slack message notification. They can click on 1-5 stars to rate their satisfaction with the service and optionally provide additional feedback through a modal that opens after rating. Once submitted, they receive confirmation that their feedback was successfully recorded. For Agents: Agents receive notifications when CSAT responses are submitted and can view the feedback directly in the ticket timeline and events.

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CSAT Data and Analytics

All CSAT responses are available for analytics through your reporting dashboards to help you improve service quality. Track average satisfaction scores, response rates, and trends over time to identify patterns and opportunities for service improvement. Filter data by date ranges, queues, and ticket priorities to analyze performance across different support scenarios.

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Summary

CSAT provides automated customer satisfaction feedback collection through Slack integration. Enable it at the queue level to gather insights about your support quality and identify improvement opportunities.
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