Customer Feedback (CSAT)

Caution

Customer feedback requires the Pro plan.

The customer feedback feature lets customers rate their experience with a 1–5 star rating and an optional comment after their ticket is marked COMPLETED. The prompt appears on the customer's ticket screen — no separate survey link or redirect needed.

How it works

1. Staff mark a ticket COMPLETED on the desk.
2. The customer's ticket screen updates to the completed state and shows a feedback prompt: a row of 5 stars and (if enabled) a comment field.
3. The customer selects a star rating, optionally types a comment, and taps Submit. The prompt disappears and a thank-you message is shown.
4. Feedback is stored server-side and associated with the completed ticket. Only one submission is accepted per ticket.

Feedback is shown only for COMPLETED tickets. SKIPPED, CANCELED, and NO_SHOW tickets do not show a prompt.

Enable and configure (admin)

Feature gate

Feedback must be enabled at the plan level (Pro) before the admin settings appear. If your plan does not include feedback, the Feedback settings page shows an upgrade prompt.

Org-level default

1. In admin, go to Settings → Feedback.
2. Toggle Enable rating and/or Enable comment field at the org level to set the default for all locations.
3. Optionally enter a Prompt text — the question shown above the stars (e.g. "How was your experience today?"). Leave blank to use the built-in default.
4. Click Save.

Per-location override

Location-managers can configure feedback independently for their location:

1. Open the location in admin and go to Settings → Feedback (scoped to that location).
2. Toggle Override org default to enable a location-specific configuration.
3. Adjust the rating toggle, comment toggle, and prompt text.
4. Click Save.

To stop overriding and re-inherit the org default, click Reset to org default. The location will immediately follow whatever the org-level setting is.

Resolution order: the location override (if set) takes precedence over the org default. If neither is configured, feedback is off.

What customers see

• Star rating — five stars, tappable with a touch target of at least 44 × 44 px. Each star has an accessible label ("1 star" through "5 stars").
• Comment field (optional) — a free-text area shown only when enabled in the config. Leaving it blank is always allowed.
• The prompt is shown only when the ticket status is COMPLETED and the entitlement is active. Customers who loaded the ticket page before it was completed see it appear automatically when the desk completes the ticket.

Viewing collected feedback

Feedback is stored per ticket in the server-side database. A dedicated admin view to browse and aggregate ratings is planned as a follow-up.