Customer satisfaction (CSAT)

Record a 1–5 satisfaction score and comment on resolved and closed support tickets.

Customer satisfaction (CSAT) is a 1–5 score, with an optional comment, recording how happy a requester was with the way their ticket was handled. You record it on the ticket once the ticket is resolved or closed.

How it works#

Scores are recorded by your team. UnitX doesn’t send satisfaction surveys and has no customer portal, so you enter the score the customer gave you, for example at the end of a call or from their email reply.
Only finished tickets can be rated. The CSAT form appears when a ticket’s status is Resolved or Closed. An open, pending or cancelled ticket can’t be rated.
Every score is kept. Recording a second score on the same ticket adds another entry; it doesn’t replace the first. Each entry records who recorded it and when.

Who can use it#

Permissions

ticket.view

Anyone who can view tickets can record a CSAT score. You don’t need ticket.manage.

Record a score#

Open the ticket
Go to Support and open a resolved or closed ticket.
Enter the CSAT score
Under the ticket’s controls, type a whole number from 1 (very dissatisfied) to 5 (very satisfied) in CSAT score.
Add a comment (optional)
Use Comment for what the customer said, up to 2,000 characters. Quote them where you can.
Select Record CSAT
You’ll see “CSAT recorded”, and the form clears.

The scale#

Score	Suggested meaning
5	Very satisfied
4	Satisfied
3	Neutral
2	Dissatisfied
1	Very dissatisfied

Agree the wording with your team so that a 4 means the same thing whoever recorded it.

Current limitations#

Note

Recorded scores aren’t shown on the ticket page afterwards, and there’s no CSAT report or dashboard metric yet.
A score can’t be edited or deleted once recorded.
Reopening a ticket hides the form until it’s resolved again; earlier scores are kept.

Tips#

Record one score per resolution. If a ticket is reopened and resolved again, a second score for the second resolution is legitimate.
Record the score as soon as you hear it. The form only takes the number and a comment, so the date is when you record it, not when the customer answered.
Low scores deserve an internal note on the ticket explaining what went wrong, so the reason isn’t lost.

FAQ#

Why is there no CSAT form on my ticket?

The ticket is not Resolved or Closed. Resolve it first with the Resolve button.

I entered 7 and nothing was saved.

Scores must be whole numbers from 1 to 5.

Can customers rate tickets themselves?

Not today. There is no customer portal or survey email; your team records the score.

Still stuck? Search the docs with ⌘K, open Help inside UnitX, or contact support.