Reviewing feedback responses

Every submitted CSAT response is captured with its rating, optional comments, and the linked ticket, agent, and company. Review them under Admin › Feedback & CSAT, which shows headline stats plus the most recent responses, and under the dedicated responses list at /admin/feedback/responses.

The responses list

The list is paginated (50 per page) and supports filtering by:

• Rating (1–5)
• Company
• Agent
• Date range (from / to)
• Whether dismissed responses are shown

Headline stats

The Feedback dashboard summarises the last 7 days: surveys sent, number responded, response rate, the CSAT score (the percentage of responses rated 4 or 5), and the average rating. Dismissed responses are excluded from these figures.

Dismiss and restore

If a response is spam, a test, or otherwise not representative, you can dismiss it — a reason is required. Dismissed responses are hidden from stats and reports by default but are never deleted, and you can restore one at any time. Both actions are recorded in the audit log.

Low-rating escalations

When a response comes in at or below the configured escalate threshold (feedback_escalate_threshold), SummitPSA automatically adds an alert note to the related ticket summarising the rating and any comments, and fires the feedback.negative workflow event so you can build automations — for example, notifying a manager.