Before making your CSAT survey live for clients, it’s important to carefully set it up and thoroughly test the process. Follow the steps below to ensure the survey is configured correctly and that all responses are accurately tracked and credited.



TABLE OF CONTENTS



1: Configure CSAT Questions: 

Begin by ensuring the CSAT questions are set up according to your requirements (Go to Integrations > Customer Sentiment Setup> Edit Survey).


After that, assign the appropriate resource to handle the received CSAT responses. This step ensures that the right person receives credit for the feedback. If the assigned resource does not align with your workflow, you can revisit the settings at any time, reassign the correct resource, and save the changes by clicking on Configure at the bottom.



2: Copy the Snippet Link:

Once all the configurations are saved, click the Copy Snippet button. This Copy Snippet Tab generates a link reflecting all the recent changes made to your CSAT setup.


 



3: Test the Code Snippet:

Before deploying the snippet, it’s essential to test it first. 

  • Add the code snippet to a rarely used ticket status.
  • Create a sample ticket and send a CSAT survey either to yourself or any email address you can use for testing.
  • After submitting the CSAT response, please verify if it is correctly attributed to the appropriate resource. You can review the received response by navigating to Client Satisfaction > CSAT Reviews.


This approach allows you to internally verify whether the CSAT responses are being accurately recorded in GPS and if the assigned resource is correctly receiving the CSAT under their name.



4: Deploy the Snippet in Production:

Once testing confirms everything is working correctly, paste the code snippet into the appropriate ticket status. For instance, you can add the snippet to the automated email that is triggered when a ticket is marked as Closed.