Feedback & CSAT · Facilio Helpdesk Guide

11.1How it works

When a ticket is resolved or closed, or a work order or service request is completed, your agent sends the requester a short satisfaction survey. They reply with a rating, the agent asks one follow-up question that depends on the score, and a poor score can trigger an automatic follow-up such as offering to reopen the ticket.

Open Feedback & CSAT under Agent Configuration in the menu. The page has two tabs:

Tab	What you set there
General	What triggers a survey, when it's sent, the rating scale and opening message, the follow-up questions and the escalation rules
Channels	Which channels the survey goes out on, in what order, and the exact messages for each one

11.2The General tab, section by section

Survey triggers

Tick any of the three: Ticket resolved or closed, Work order closed and Service request completed. The first two are on for a new helpdesk.

Wait after resolution before sending

Fig. 11.2Give the requester a moment before the survey lands.

Choose Immediately, 15 min, 30 min, 1 hour or 2 hours. The default is 30 minutes.

Send one reminder

Fig. 11.3Re-send once if there's no response, then stop.

When the switch is on, choose how long to wait: 1 hour, 6 hours, 24 hours or 48 hours. The agent sends one reminder at most.

Survey template

Fig. 11.4The rating scale and the opening message.

Scale	What it asks	Rating
1–5 CSAT	How satisfied are you with the service?	1 to 5
0–10 NPS	How likely are you to recommend our service to a colleague?	0 to 10
1–7 CES	How easy was it to get this handled?	1 (very difficult) to 7 (very easy)

The Opening message is the first thing the requester receives. You can use these variables, and they're filled in when the survey is sent: {requester}, {issue}, {site}, {ticketId} and {scale} (for example 1 to 5).

Conditional follow-up questions

A different follow-up for a High, Medium or Low rating. — Fig. 11.5A different follow-up for a **High**, **Medium** or **Low** rating.

After the rating comes in, the agent follows up with the instruction for that band. For example, it asks what went well after a high score, or what went wrong after a low one. The score ranges in each tag follow the scale and the escalation threshold below.

Escalation rules

When a score is at or below your threshold (or the issue is left unresolved), Then do these automatically. — Fig. 11.6When a score is at or below your threshold (or the issue is left unresolved), **Then** do these automatically.

Pick the threshold under The survey score is, then choose what happens:

Offer to reopen the ticket or work order. It reopens only if the requester says yes.
Assign an escalation owner & add an internal note.

11.3Set up your survey

How to choose what triggers a survey and when it's sent

1
Open Feedback & CSAT and stay on the General tab.
2
Under Survey triggers, click a card to tick or untick it. Here Service request completed is turned on as well.

3
Under Wait after resolution before sending, choose how long to wait.

The survey now goes out 1 hour after the job is resolved. — Fig. 11.8The survey now goes out **1 hour** after the job is resolved.

4
Click Save And Publish. The button greys out again once your changes are live.

How to change the rating scale

1
Scroll to Survey template and choose 1–5 CSAT, 0–10 NPS or 1–7 CES.
2
The Opening message switches to the matching question, unless you've already written your own.

Switching to 0–10 NPS updates the opening message and the follow-up bands: High 9–10, Medium 7–8, Low 0–6. — Fig. 11.10Switching to **0–10 NPS** updates the opening message and the follow-up bands: **High 9–10**, **Medium 7–8**, **Low 0–6**.

3
The escalation threshold moves to fit the new scale. Check it under Escalation rules, then click Save And Publish.

Fig. 11.11On the NPS scale, a score of 6 or below escalates by default.

11.4Channels

The Channels tab

Fig. 11.12Each channel has a priority number, a switch, and a chevron to open its messages.

The agent tries the channels you've switched on in priority order, until one reaches the requester. Drag a channel by its grip to change the order. A channel that's switched off shows — instead of a number.

Each channel has three messages: Invitation, Reminder and Thank-you, each with its own tone. — Fig. 11.13Each channel has three messages: **Invitation**, **Reminder** and **Thank-you**, each with its own tone.

Message	When it's sent
Invitation message	Right after the ticket or work order is resolved
Reminder message	Once, if there's no response
Thank-you message	After the requester submits a rating

Tones: Short & friendly, Gentle nudge, Standard thanks, Warm & personal and Formal.

How to edit a channel's messages

1
Open the Channels tab and click a channel to expand it.

Fig. 11.14WhatsApp opened, showing its three messages.

2
Open the tone menu next to a message and pick a tone, then edit the message text if you like.

Fig. 11.15Choosing a tone for the invitation.

3
To stop surveying on a channel, turn its switch off. Here Calls is switched off.

Fig. 11.16Calls is off, so the agent tries WhatsApp, then Email.

4
Click Save And Publish.

11.5Publish your changes

Save And Publish at the top right turns active as soon as something changes. It publishes both tabs together. — Fig. 11.18`Save And Publish` at the top right turns active as soon as something changes. It publishes both tabs together.