We have recently moved to the New CSAT framework in Freshdesk. While the Advanced CSAT report provides the main CSAT metrics, the experience for reviewing individual customer comments and response-level feedback is now less practical than it was in the older CSAT report.
At the moment, customer comments can be accessed through the Underlying Data option. This does work, and it allows additional fields such as Ticket ID, requester details, agent, group, and survey name to be added. However, this process is more cumbersome and less intuitive than the previous CSAT response view.
The previous CSAT response view was more visual, interactive, and easier to use. It was much better for quickly reviewing customer comments, presenting feedback internally, identifying trends, and following up on specific service improvement opportunities.
The current New CSAT response-level view is mainly presented as a standard table, which makes it less effective for quick review and presentation purposes. I also cannot see a straightforward way to add this response-level comments view directly to a dashboard for quick access and visibility.
Requested improvement:
Please consider adding a dedicated response-level view for New CSAT, similar to the older CSAT response view, with the ability to:
- View individual customer comments in a clear, visual, and interactive format
- See associated details such as Ticket ID, agent, group, requester, company, survey name, and response date
- Add the response-level view or a useful summary widget directly to a dashboard
- Export the response-level data, including customer comments
- Make customer comments easier and faster to access from the Advanced CSAT report
From a user perspective, the old CSAT response view was significantly better for day-to-day service review work. The New CSAT reporting framework provides the metrics, but the comments and response-level review experience feels weaker and less accessible.
I believe this would be a valuable improvement for many Freshdesk customers, especially those who use CSAT comments for service reviews, presentations, customer follow-up, and continuous improvement activity.
