Customer Feedback
Configure automated CSAT (customer satisfaction) surveys that are emailed to your clients after their tickets are closed. This page is settings-only — it controls when and how feedback requests go out. To read the responses, use Analytics → Feedback.
Overview
The Customer Feedback settings page lets you:
- Turn automated satisfaction surveys on or off for your organization.
- Choose how long to wait after a ticket is closed before the survey is sent.
- Set how long the survey link stays valid.
- Skip surveys for tickets that were resolved very quickly.
- Customize the subject line of the feedback request email.
- Exclude specific closed ticket statuses (such as "Spam" or "Duplicate") from triggering a survey.
When enabled, Ascent sends each survey as a secure, token-based link to the ticket's contact. The recipient rates their experience from 1 to 5 stars and can leave an optional comment — no portal login is required to respond.
Navigate to Customer Feedback
Go to Admin → Customer Feedback in the left sidebar (/admin/customer-feedback).
This page is part of the Admin section, so it is available to users with the Owner or Admin role. It also requires the client feedback license feature. If your plan does not include that feature, the page shows an upgrade prompt instead of the settings form.
Customer Satisfaction Surveys
The first card holds the master switch.
| Setting | Description |
|---|---|
| Enable Feedback Surveys | When on, Ascent sends a CSAT survey to a ticket's contact after the ticket is closed. When off, no surveys are sent and the timing, email, and exclusion settings below are hidden. |
Surveys are enabled by default for new organizations.
Survey Timing
These options appear when surveys are enabled and control when each request is sent.
| Setting | Options | Default | What it does |
|---|---|---|---|
| Delay After Closure | Immediately, 30 minutes, 1 hour, 2 hours, 4 hours, 8 hours, 24 hours | 2 hours | How long Ascent waits after a ticket is closed before sending the survey. |
| Survey Link Expiration | 1, 3, 7, 14, or 30 days | 7 days | How long the feedback link stays valid. After this window, the link can no longer be used to submit a rating. |
| Minimum Ticket Duration | No minimum, 5 minutes, 15 minutes, 30 minutes, 1 hour | 5 minutes | Skips surveys for tickets that were resolved faster than this threshold — useful for filtering out spam or duplicate tickets. |
Email Settings
| Setting | Description |
|---|---|
| Email Subject | The subject line used for feedback request emails (up to 200 characters). Defaults to "How did we do? Quick feedback on your support request". |
Excluded Statuses
The Excluded Statuses card lists your organization's closed ticket statuses, each with a toggle. Turn a status on to exclude tickets that were closed with that status from receiving a survey. This is helpful for statuses like "Spam" or "Duplicate".
Only closed statuses appear in this list. If your organization has no closed statuses defined, this card does not appear. You manage your status list under Admin → Ticket Customization.
Saving Changes
- Adjust any of the settings above.
- Click Save Feedback Settings.
- A confirmation message appears when the settings are saved.
Changes apply to surveys sent for tickets closed from that point forward.
How Responses Are Collected
Each survey captures:
| Field | Description |
|---|---|
| Rating | A 1-to-5 star satisfaction score. |
| Comment | Optional free-text feedback. |
A survey is created once per ticket and contact, and it remains usable until the recipient submits a rating or the link expires.
Viewing Results
The Customer Feedback page only configures collection — it does not display responses. To review CSAT results, including the response rate, average rating, rating distribution, per-technician scores, and recent low ratings, go to Analytics → Feedback (Analytics — Feedback). You can filter that view by period (last 7 days, 30 days, 90 days, or 12 months).
Tips
- Give clients a little breathing room. The default 2-hour delay helps ensure the issue is genuinely resolved before you ask for a rating.
- Keep the link window reasonable. A 7-day expiration balances giving busy clients time to respond against collecting feedback while the experience is still fresh.
- Filter out noise. Use the minimum duration setting and excluded statuses together to avoid surveying spam, duplicate, or trivially short tickets.
- Watch the analytics regularly. Pair these settings with Analytics → Feedback so you can act on low ratings as they come in.