Customer satisfaction rating (CSAT)
After your ticket is resolved, HelpDesk sends you an e-mail asking for a customer satisfaction (CSAT) rating: click the link, choose one of five options from Very bad to Excellent and add a comment if you like — no sign-in needed.
How the rating works
- When the ticket moves to Resolved, you receive the e-mail How was your experience? with the ticket number and subject.
- Click Rate your experience — the rating page opens.
- Choose one of the five options.
- Optionally write a comment (up to 2,000 characters) — after a lower rating with the question What could we have done better?, after a higher one What did you like?
- Click Submit rating.
Rating scale
| Option | Meaning |
|---|---|
| Very bad | very dissatisfied |
| Bad | dissatisfied |
| OK | neutral |
| Good | satisfied |
| Excellent | very satisfied |
Frequently asked questions
Do I have to rate? No, the rating is voluntary.
Do I get the e-mail every time the ticket is resolved? No. The portal asks you to rate a ticket only once — reopening and resolving it again does not send a second e-mail.
Can I change my rating? No. If you open the link again, you see Already rated with your rating and comment. Write any further remarks in the ticket.
Who sees the rating? The support team that handled your ticket — it uses ratings to improve its support.
Tip: If the solution does not work, a rating alone does not change anything — click Reopen in the ticket so that the support team looks at it again.