Customer satisfaction (CSAT) surveys

SummitPSA can email a one-click satisfaction survey to the ticket contact when a ticket is wrapped up. The survey embeds five rating buttons (1–5) directly in the email, so the contact rates their experience in a single click and can add a comment on the landing page. Configure everything at Admin › Feedback & CSAT (requires the Manage settings permission).

Turn surveys on

The master switch is feedback_enabled. When on, a survey is created automatically as tickets reach the trigger status. A working outbound SMTP account must be configured, or the request stays pending with no email sent.

Key settings

• Send trigger (feedback_send_trigger) — resolved or closed. With resolved, tickets that are resolved or closed qualify; with closed, only closed tickets do.
• Send delay (hours) (feedback_send_delay_hours, 0–168). 0 sends immediately; any other value defers the email, which a background job sends once the delay has elapsed.
• Escalate threshold (feedback_escalate_threshold, 1–5). Ratings at or below this value add an alert note to the ticket and fire the feedback.negative workflow event.
• Link expiry (feedback_token_expires_days, 0 = never).

Choose who gets surveyed

Use the exclusion panels to skip work you do not want to survey: excluded priorities, ticket types, and companies. You can also set a minimum ticket count per company (feedback_min_tickets) so new clients are not surveyed until they have enough history. Each ticket is surveyed at most once per contact, and the contact must have an email address.

Customise the email and copy

You can override the subject, heading, sub-heading, footer, the five rating labels and emojis, the comment-field prompts, and the thank-you messages shown for positive, neutral, and negative ratings. The subject and sub-heading support the {ticket_number} and {ticket_title} tokens.

Send a survey manually

From a resolved or closed ticket you can trigger a survey on demand with the Send survey now action. A manual send still requires a contact email and will not create a duplicate if a survey already exists for that ticket.