When does Flaxxa Desk send the survey?

Automatically after a ticket is resolved, after a delay you set (30 minutes by default). Desk won't survey the same customer again within a cool-down period.

What can customers answer?

A 1–5 star rating and an optional comment. They answer from a link in the email; no sign-in needed.

Where do I see the results?

In Desk's analytics: the average score overall and per agent. A CSAT-submitted automation trigger lets you act on low scores.

Desk · CSAT Surveys

CSAT survey software for support tickets.

CSAT surveys in Flaxxa Desk go out automatically after a ticket is resolved. Customers rate the help from 1 to 5 stars and can add a comment, from a link with no sign-in. Scores show up in analytics per agent, and an automation can follow up on low ratings.

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desk.flaxxa.com / csat-surveys

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Help articles

Reset your password without an email link
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Update your billing address

After each resolved ticket: Auto
Plus a comment: 1–5 stars
Average scores: Per agent
For low-score follow-ups: Trigger

01 / 04

Why measure satisfaction after every ticket?

Fast isn't always good

Response times say nothing about whether the customer was actually helped.

Annual surveys are too late

By the time a yearly survey arrives, the bad ticket is long forgotten.

Unhappy customers stay quiet

Most won't complain; they just leave.

02 / 04

How do CSAT surveys work in Flaxxa Desk?

Switch surveys on

Turn surveys on and set the question and the delay after resolution.

Ticket is resolved

After the delay, Desk emails the customer a one-click survey link.

Customer rates

They pick 1 to 5 stars and can leave a comment; no sign-in needed.

See and act

Scores appear in analytics, and an automation can follow up on low ratings.

03 / 04

What do CSAT surveys include?

Feedback with no friction.

Automatic sending

Triggered by resolution, after the delay you choose.

Your question

Edit the survey question and the email template.

Rating and comment

1–5 stars with an optional comment of up to 2,000 characters.

Not too often

A cool-down so the same customer isn't surveyed after every ticket.

Per-agent scores

Average CSAT per agent in performance reports.

Automation trigger

Run rules when a rating comes in.

Webhook event

desk.csat.submitted for your own systems.

Portal API

Submit ratings from your own interface.

04 / 04

What changes when every ticket gets a score?

Quality you can see.

Spot problems early

A low score arrives the same day, while it can still be fixed.

Coach with evidence

Per-agent scores show who needs support and who to learn from.

Close the loop

Automations make sure low ratings get a follow-up.

Keep exploring

More Desk capabilities

Reports + Analytics

Helpdesk reporting: ticket volume, response and resolution times, agent performance and CSAT, with report templates you can schedule, share or download.

Automations

Helpdesk automation: run rules when tickets are created, replied to, assigned or resolved, or every hour. Assign, tag, reply, escalate or call a webhook.

Customer Portal

A support portal with magic-link sign-in: customers open, follow and reply to tickets and read your knowledge base, in your colours, on your own domain.

FAQ

CSAT Surveys: common questions

A customer satisfaction survey: a short question such as "How would you rate the support you received?", answered on a scale, usually right after a ticket is resolved.

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