More info on this topic is here: https://support.freshdesk.com/support/solutions/articles/215321-setting-up-customer-satisfaction-surveys
I wonder if the CSAT Survey within Freshdesk would be leveraged a lot more if there was more control around who got a survey, when, and how often. Right now the choices leave a lot to be desired, in that you can only have agents choose when to send surveys (which we all knows isn’t going to generate valuable feedback as much), or have all clients receive a survey after a ticket is closed/resolve, which is just too often for those companies trying to minimize how much they email customers.
A middle-ground would be so valuable to this feature, which I think is a tremendous value add to the product but unfortunately just not usable (for a company like us) due to this small limitation.
That being said, if anyone has any creative solutions to this I would love to hear them. I wonder if some tricks can be played using Resolved vs Closed status.
