CSAT Forms¶
CSAT (Customer Satisfaction) forms define the structure of satisfaction surveys that can be linked to activities and tickets. Go to Settings β Workflows β CSAT Forms to create and manage your forms.
Info
CSAT surveys are submitted via the API only β there is no GUI form for manual submission. Surveys are typically created programmatically after an interaction ends, for example via a webhook or a Daktela Event.
Manage Forms¶
The forms list shows each form's Title and Description.
- Delete a form β soft delete; existing survey submissions are preserved.
Create or Edit a CSAT Form¶
Click Add new or an existing form's title to open the form detail.
| Field | Description |
|---|---|
| Title | The display name of the CSAT form. |
| Description | An optional description for internal reference. |
Save the form. To set up its fields, click Change in the Form column.
Build the Form¶
The form builder has two panels: a field library on the right and the active form layout on the left.
To add a field:
- Click + Add new in the field library panel to create a new field, or drag an existing field from the library onto the form.
- Fields are reusable β a field defined once can be placed on multiple forms.
- Reorder fields by dragging them within the form layout.
- Group fields into blocks for visual structure.
Field settings:
| Field | Description |
|---|---|
| Title | Display label of the field. |
| Unique name | Auto-generated identifier used in the API. Cannot be changed after creation. |
| Description | Optional help text. |
| Type | Text β free-text answer. Number β numeric answer (e.g. a 1β5 rating). |
| Required | When checked, the field must be answered when the survey is submitted. Required fields are marked with a star indicator. |
Permissions¶
CSAT access is controlled by two separate rights groups in Settings β Users β Accesses.
| Rights group | Right | Allows |
|---|---|---|
| CSAT Forms | Create | Create and clone forms; create fields |
| Read | View forms and the form builder | |
| Update | Edit forms and field placement | |
| Delete | Delete forms and remove fields | |
| CSAT Surveys | Read | View survey submissions and details, including the CSAT Surveys tab on tickets and activities |
| Delete | Delete survey submissions |
Tip
The CSAT Surveys tab on tickets and activities is only visible to users who have the Read right for CSAT Surveys.
How Surveys Are Submitted¶
Once a form is set up, CSAT surveys can be submitted against it via the REST API (v6). Each survey can be linked to an activity, a ticket, and a contact. Submitted surveys appear in Listings β CSAT Surveys and in the CSAT Surveys tab of the linked activity or ticket detail.