How to configure CSAT surveys
Last updated October 12, 2026
Overview
CSAT (Customer Satisfaction) surveys let you collect feedback from customers after their tickets are closed. In "App Configuration > Ticket Management > CSAT" , Admins turn surveys on, choose whether a survey is sent automatically for every closed ticket or decided ticket by ticket, set a delivery delay for each channel, and customize the survey question, rating style, comment prompt and completion message.
Once saved, surveys are sent to customers according to your configuration, and your team can review ratings, feedback and trends in the CSAT Reports dashboard. This gives support leads a direct, ticket-level measure of how customers feel about the help they receive.
CSAT is a global setting: an Admin configures it once for the workspace.
Key Features
- On/off control: Turn CSAT surveys on to collect feedback on closed tickets, or leave them off.
- Two sending modes: "Always" sends a survey automatically whenever a ticket is closed; "Per ticket" lets agents decide ticket by ticket with a prompt.
- Per-channel delivery delay: Set a separate delay for Chat, Email, SMS and WhatsApp (for example, "Immediately", "After 60 mins" or "After 24 hours").
- Customizable survey copy: Edit the survey question, the comment question and the completion message.
- Sent only after an agent reply: A survey is sent only if an agent replied to the customer at least once on the ticket.
- Two rating styles: Thumbs up/down for a simple positive or negative rating, or Emoji for a 1–5 scale, from frowning to starry-eyed.
- Optional comments: Allow customers to explain their rating in a comment box.
- Custom email subject: Edit the subject line of the CSAT survey email.
- Channel-native display: Messaging channels show clickable rating buttons in the conversation. Email uses a two-step form: the customer picks a rating, then a separate comment form opens if comments are allowed.
- Live immediately: The configuration applies as soon as you click "Save".
How to configure CSAT surveys
Surveys are sent for closed tickets. Make sure the channels you want to survey (Chat, Email, SMS, WhatsApp) are already set up in your workspace.
- Go to "App Configuration > Ticket Management > CSAT" .
- Turn on the CSAT survey toggle to enable surveys. Leave it off if you do not want to collect customer feedback.
- Open the "Send CSAT survey" dropdown and select an option:
- "Always": A survey is triggered automatically whenever a ticket is closed.
- "Per ticket": Agents decide ticket by ticket with a prompt.
- (Optional) Turn on "Custom CSAT notification delay" to set how long Atlas waits before sending the survey on each channel. Leave it off to use the default timing.
- If you turned on the custom delay, open the dropdown for each channel and select a delay:
- Chat: for example, "Immediately".
- Email: for example, "After 24 hours". Email surveys often work better with some time after the conversation.
- SMS: for example, "After 60 mins". Texts are read quickly, so a shorter wait usually works well.
- WhatsApp: for example, "After 60 mins".
- Scroll down to the survey content and configure:
- Survey question: Keep the default "How satisfied were you with our service?" or write your own.
- Rating style: Select Thumbs up (positive or negative) or Emoji (a 1–5 scale).
- Email subject: Optionally, edit the subject line of the survey email.
- "Allow comments": Turn on to give customers a comment box to explain their rating. Turn off to collect the rating only.
- Comment question: Edit the follow-up prompt (default "Any other feedback?"). Used when "Allow comments" is on.
- Completion message: Edit the message shown after the survey is submitted (default "Thank you!").
- Click "Save".
A "Settings updated successfully" notification confirms the change. The configuration goes live immediately.
FAQs & Troubleshooting
Why didn't a customer receive a survey?
Common reasons include:
- The CSAT toggle is off.
- The ticket has not been closed.
- No agent replied to the customer on the ticket. Surveys are sent only if an agent replied at least once.
- "Send CSAT survey" is set to "Per ticket" and the agent chose not to send one.
- A delay is set for that channel and has not passed yet.
- The settings were changed but "Save" was not clicked.
What is the difference between "Always" and "Per ticket"?
"Always" sends a survey automatically for every closed ticket. "Per ticket" lets agents decide for each ticket through a prompt.
Can I set a different delay for each channel?
Yes. Turn on "Custom CSAT notification delay" and select a delay for Chat, Email, SMS and WhatsApp.
How does the survey look on each channel?
On messaging channels, customers see the question with clickable rating options in the conversation, followed by the comment prompt if comments are allowed. By email, customers pick a rating first, then a separate comment form opens if comments are allowed.
Where can I see the results?
Ratings, comments and trends are available in the CSAT Reports dashboard.