Satisfaction surveys and requester mood

Satisfaction

On their own resolved case, the requester can select a rating from 1 (poor) to 5 (excellent), leave an optional comment and answer any extra questions. This also applies to staff who raised their own request. Other people cannot rate on the requester’s behalf. Declined, cancelled or merged cases do not offer this survey; reopening a case stops further feedback until it is resolved again.

The Request resolved notification includes an invitation and a link to open the case in the workspace. The requester signs in to give feedback there. This is not a separate survey email campaign. Email invitations depend on Settings › Channels › Notifications: keep Request resolved email enabled and retain {{message}} in a custom notification body to include the invitation.

Admins can add up to five optional questions (rating, yes/no or free text) under Settings › Case setup. Save the configuration before leaving. Changing a question’s answer type starts a new question for reporting; wording edits retain its existing answers.

Ratings and answers save as you select them; comments and text answers save when you leave the field. Wait for saving to finish. If saving fails, your answers stay on screen: choose Retry saving feedback before leaving. Saved answers return when you reopen the case. Editing feedback updates that case’s response rather than adding another response.

Staff can review feedback on the case. Reports shows average satisfaction and the share of satisfied requesters; Survey answers summarises the current extra questions for the selected dates. Text answers are visible on the case; the report counts them. The overview’s satisfaction gauge uses feedback submitted in the last 30 days.

Requester mood

AI reads the requester's own messages each time they write and marks the case Frustrated or Angry when that is how they sound, with a short reason. It is a staff-only hint to answer them first; requesters never see it.