# Feedback & CSAT

> After a job is done, your agent asks the requester how it went. Here you decide what triggers a survey, when it's sent, which rating scale it uses, what the agent asks next, and what happens automatically when a score is low.

**Find it in:** Agent Configuration › Feedback & CSAT

*From the Facilio Helpdesk Guide — https://facilio.com/help/helpdesk-guide/feedback/*

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## How 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 |

## The General tab, section by section

### Survey triggers

![Survey triggers: which events kick off a satisfaction survey.](https://facilio.com/help/helpdesk-guide/screens/focus-fb-general-triggers.webp)
*Fig. 1 — **Survey triggers**: which events kick off a satisfaction survey.*

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

![Give the requester a moment before the survey lands.](https://facilio.com/help/helpdesk-guide/screens/focus-fb-general-wait.webp)
*Fig. 2 — Give 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

![Re-send once if there's no response, then stop.](https://facilio.com/help/helpdesk-guide/screens/focus-fb-general-reminder.webp)
*Fig. 3 — Re-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

![The rating scale and the opening message.](https://facilio.com/help/helpdesk-guide/screens/focus-fb-general-template.webp)
*Fig. 4 — The 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.](https://facilio.com/help/helpdesk-guide/screens/focus-fb-general-followups.webp)
*Fig. 5 — A 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.](https://facilio.com/help/helpdesk-guide/screens/focus-fb-general-escalation.webp)
*Fig. 6 — **When** 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.**

## Set 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.

![All three triggers are ticked.](https://facilio.com/help/helpdesk-guide/screens/how-feedback-timing-1-trigger.webp)
*Fig. 7 — All three triggers are ticked.*

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

![The survey now goes out 1 hour after the job is resolved.](https://facilio.com/help/helpdesk-guide/screens/how-feedback-timing-2-wait.webp)
*Fig. 8 — The 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.

![Published.](https://facilio.com/help/helpdesk-guide/screens/how-feedback-timing-3-saved.webp)
*Fig. 9 — Published.*

### 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.](https://facilio.com/help/helpdesk-guide/screens/how-feedback-scale-1-nps.webp)
*Fig. 10 — Switching 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`.

![On the NPS scale, a score of 6 or below escalates by default.](https://facilio.com/help/helpdesk-guide/screens/how-feedback-scale-3-threshold.webp)
*Fig. 11 — On the NPS scale, a score of **6** or below escalates by default.*

## Channels

### The Channels tab

![Each channel has a priority number, a switch, and a chevron to open its messages.](https://facilio.com/help/helpdesk-guide/screens/focus-fb-channels-list.webp)
*Fig. 12 — Each 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.](https://facilio.com/help/helpdesk-guide/screens/focus-fb-channels-steps.webp)
*Fig. 13 — Each 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.

![WhatsApp opened, showing its three messages.](https://facilio.com/help/helpdesk-guide/screens/how-feedback-channels-1-expanded.webp)
*Fig. 14 — **WhatsApp** 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.

![Choosing a tone for the invitation.](https://facilio.com/help/helpdesk-guide/screens/how-feedback-channels-2-tone-menu.webp)
*Fig. 15 — Choosing a tone for the invitation.*

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

![Calls is off, so the agent tries WhatsApp, then Email.](https://facilio.com/help/helpdesk-guide/screens/how-feedback-channels-3-calls-off.webp)
*Fig. 16 — **Calls** is off, so the agent tries WhatsApp, then Email.*

4. Click `Save And Publish`.

![Published.](https://facilio.com/help/helpdesk-guide/screens/how-feedback-channels-4-saved.webp)
*Fig. 17 — Published.*

## Publish your changes

![Save And Publish at the top right turns active as soon as something changes. It publishes both tabs together.](https://facilio.com/help/helpdesk-guide/screens/focus-fb-general-save.webp)
*Fig. 18 — `Save And Publish` at the top right turns active as soon as something changes. It publishes both tabs together.*

> If you try to leave with unsaved changes, you'll see **Oops, hold on a sec!** Choose `Save changes` or `Discard`.

> Want each rating to reach another system, for example to log poor scores in your CMMS? Add a [webhook](https://facilio.com/help/helpdesk-guide/settings/#webhooks) on the **Feedback** module's **Feedback submitted** event.