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 Manage β Workflows β CSAT Forms.
Info
The CSAT Surveys tab on tickets and activities is only visible to users who have the Read right for CSAT Surveys. Configure this in Manage β Users β Accesses.
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 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.