Quality & Analytics
CSAT Surveys & Performance Analytics
Measure customer satisfaction with automated 1–5 star CSAT surveys upon resolution, track agent resolution velocity, and monitor ticket volume distributions.
Customer Satisfaction (CSAT) Flow
1. Ticket Resolved
When an agent marks a ticket as resolved, a satisfaction survey request is sent via email or portal notification.
2. Rating & Feedback
Customer submits a 1–5 star score and optional commentary regarding agent helpfulness and response speed.
3. Aggregation & Metrics
Scores are aggregated by agent, department, and tenant to calculate average CSAT percentage and response velocity.
Submitting CSAT Feedback
POST /v1/support/portal/tickets/{id}/satisfactionAuth
Request
POST/v1/support/portal/tickets/e4b2d35c-8974-4b53-b09a-6a5a9d821fb1/satisfaction
Response
Ticket Status Statistics
GET /v1/support/tickets/statsAuth
Request
GET/v1/support/tickets/stats
Response