You can now automatically collect CSAT at the end of every support thread. This helps you catch issues early, improve team performance, and show customers you’re listening. CSAT surveys work across all channels: Slack, Discord, Email, Chat, Microsoft Teams, Portal, and API.

When a thread is marked as Done, a short survey is sent via email. Customers can rate the conversation as positive, neutral, or negative, and leave an optional comment. All feedback is visible in the thread sidebar and in CSAT Reporting, so your team has the full picture.

You can also:

• Customize survey messages, set a delay before sending, and control how often customers are asked.

• Create multiple surveys to target different segments – for example, Enterprise vs self-serve.

To use this feature, go to Settings → Customer feedback, click New customer survey, and set your rules. This feature is available on our Grow and Scale tiers.