Staff Rating System (CSAT)

Gather direct feedback on agent performance when tickets resolve.

Survey Mechanics

1. An agent marks a ticket as resolved.
2. The bot sends a CSAT prompt featuring 1–5 star rating buttons.
3. The user submits their rating and optional feedback.
4. Results sync to your web analytics dashboard.

Delivery Options

• Channel Prompt: Sends the rating survey in the ticket channel prior to deletion.
• Direct Message: Sends the survey directly to the user’s DMs.
• Hybrid: Attempts DM delivery first, falling back to the ticket channel if the user has DMs disabled.
• Public Feed: Automatically streams 5-star reviews into a designated testimonials channel.