Customer Feedback (CSAT)

Caution

Customer feedback requires the Pro plan.

The customer feedback feature asks customers for a 1–5 star rating and an optional comment after their ticket is marked COMPLETED. The prompt appears on the ticket screen. Customers do not need to open a separate survey.

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, can type a comment, and taps Submit. The prompt closes and shows a thank-you message.
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

The feedback settings require the Pro plan. If your plan does not include feedback, the Feedback settings page asks you to upgrade.

Org-level default

1. In admin, go to Settings → Feedback.
2. Turn on Enable rating, Enable comment field, or both. These organisation settings are the default for all locations.
3. You can enter Prompt text, the question shown above the stars, such as “How was your experience today?” Leave it blank to use the default question.
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. Adjust the rating toggle, comment toggle, and prompt text.
3. Click Save. The panel then shows Location has its own config, confirming the location now has its own configuration.

To use the organisation default again, click Reset to organisation default. The organisation setting applies immediately.

Which setting applies: a location setting takes priority over the organisation default. If neither is configured, feedback is off.

What customers see

• Star rating — five stars. Each touch target is at least 44 × 44 px and has an accessible label from “1 star” through “5 stars”.
• Comment field (optional) — a text area shown only when the setting is on. Customers can leave it blank.
• 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.