CSAT Surveys¶
Go to Listings β CSAT Surveys to view customer satisfaction surveys submitted for activities and tickets.
CSAT surveys are created via the REST API β typically submitted programmatically after an interaction ends (e.g. via a webhook or a Daktela Event). To set up the survey forms, go to Settings β Workflows β CSAT Forms. For how CSAT compares with the built-in NPS survey, see How Quality Works.
Note
Daktela has no statistic that aggregates CSAT answers. To analyse them over time, export the list or read the surveys through the API.
Info
The CSAT Surveys list, and the CSAT Surveys tab on tickets and activities, are only visible to users whose user access grants Read for CSAT surveys β see CSAT Forms β Permissions.
Survey List¶
By default, the list is filtered to today's surveys. Use the filters to adjust the time range or narrow down results.
| Filter | Description |
|---|---|
| Created | Date range. Select a preset or set a custom from/to range. |
| CSAT Form | Filter by the form used for the survey. |
| Created by | Filter by the agent or system that submitted the survey. |
Click Search to apply your filters. Use the Advanced filter for additional criteria.
The grid shows: CSAT form, Activity, Ticket, Contact, Note, Created, Created by, and action buttons.
Survey Detail¶
Click the eye icon in the Actions column to open the survey detail. The detail shows:
- Linked form, activity, ticket, contact, note, created by, and creation date
- Answers table with each field's title, type, and submitted value
CSAT Surveys Tab in Activity Detail¶
When at least one CSAT survey is linked to an activity, a CSAT Surveys tab appears in the activity detail. The tab lists all surveys for that activity β click the eye icon to view the full survey detail.
This tab is available for all activity types: calls, emails, web chats, SMS, Facebook Messenger, WhatsApp, and Viber.
CSAT Surveys Tab in Ticket Detail¶
When at least one CSAT survey is linked to a ticket, a CSAT Surveys tab appears in the ticket detail. The tab lists all surveys linked to that ticket, including the linked activity for each entry.