Service
Send a CSAT survey when a ticket is solved
When an agent marks a ticket Solved in Naffes CRM, the customer can receive a solved notice with a 1 to 5 rating request on the channel the ticket came from. The steps below switch it on, show where the scores end up, and explain how it differs from an NPS survey.
Steps
Check the switch
Open Settings → Records & Fields → Modules → Service (SLA & macros) and go to the Customer tab. Make sure Solved notice with a rating request is on; it is on by default.
Make sure the channel can send
For tickets that arrived by email, the survey goes out by email, so you need a support mailbox that can send (see turning a support mailbox into tickets). WhatsApp, Messenger, Instagram and SMS tickets get the survey on the same conversation.
Solve the ticket
When the work is done, set the ticket's Status to Solved (or Closed). The notice with the rating link goes out only once per ticket, even if the ticket is reopened and solved again.
The customer rates in one tap
The customer picks a score from 1 to 5 from the link and confirms it on a short page. Only the first answer is kept.
Read the scores
Open Service → Tickets, apply the filters you want and click Export. The CSV has a csat_score column with each ticket's score (up to 5,000 tickets per file), so you can average it per agent, channel or period.
CSAT or NPS?
| Criterion | Ticket CSAT | NPS |
|---|---|---|
| What it measures | Satisfaction with one specific resolution | Overall willingness to recommend you |
| Scale | 1 to 5 | 0 to 10 |
| When it is sent | Automatically when a ticket is marked Solved | Manually by an admin to chosen contacts |
| Channel | Email or the conversation the ticket came from | Email only |
| Where results live | The score column in the ticket CSV export | The NPS screen: score and the promoter, passive and detractor split |
They work best together: CSAT tells you how each support interaction went, and a quarterly NPS tells you how the relationship is doing overall.
Limits
- The score is not shown on the ticket screen itself; each ticket's score is in the export file.
- If the support mailbox cannot send, email tickets will not receive the survey.
- On WhatsApp, Messenger and Instagram the notice goes out as a regular message rather than an approved WhatsApp template, so it only reaches customers who wrote to you in the last 24 hours, the reply window Meta enforces. A ticket solved after that window has closed gets no survey on those channels; SMS has no such limit.
- No add-on is needed, but the survey belongs to the help desk, which comes with Pro and Enterprise.
To tune what customers receive when a ticket opens, and your response targets, see SLA policies and macros.
Questions
Questions 2
Can one ticket be surveyed twice?
No. The survey goes out once per ticket, and the first score the customer picks is the one kept.
Can I skip the survey for certain tickets?
The switch on the Customer tab applies to the whole workspace: either every solved ticket gets the rating request, or none does.