Our users are telling us that they are a bit frustrated of clicking to often when answering the CSAT. They receive an email where they click how happy(or not) they are with the resolution of the ticket but then a webpage opens and they have to click Submit. It should be enough to click the link in the email and if they want to submit a feedback then I would understand the meaning of this extra click. People nowadays are always busy and we also want to find ways to make everybody‘s day a little bit more easier. I would also think that we would get more feedback if this was easier. Is this possible?
Closed
Users answering CSAT surveys - removing extra mouse clicks
+2
This is achievable by encoding the rating directly into each link in the email, so clicking it immediately submits that value instead of just opening a page. Each rating option (e.g., 1-5 or emoji) would have its own unique URL like ?ticket_id=12345&rating=5, and on page load your backend automatically captures and stores that rating — showing a simple "Thanks!" confirmation instead of requiring a Submit click. You can still offer an optional comment box below for users who want to add more detail, but it wouldn't be required. Many helpdesk platforms (Zendesk, Freshdesk, etc.) already support one-click CSAT templates like this, so if you're on one of those, check if there's a built-in option before building it custom.
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