--- description: "Set up satisfaction surveys on ticket resolution, with intervals, link validity and quiet hours." --- # How to set up CSAT surveys on resolution > **Audience:** admin — survey policy is an org-wide decision, and the mail > transport it depends on is an Email-settings decision. ## Prerequisites - Admin access to **Settings → Surveys**. - An outbound mail transport configured under **Settings → Email**. With transport `none`, nothing below sends — surveys are never queued and the CSAT sections on scorecards stay honestly empty. ## One sentence of doctrine > "One survey per resolved ticket, at most one per client per interval, > never inside quiet hours, and every link works exactly once." ## 1. Turn surveys on In **Settings → Surveys**, check *Send a satisfaction survey when a ticket resolves* and save. From the next resolution on, the worker queues a survey for the ticket's client. If mail is not configured, the page says so in plain text and no surveys are queued. Turn the transport on first; the toggle does not pretend. ## 2. Shape the policy - **Minimum interval per client** (default 168 hours): a client who already received a survey inside the window is skipped. The skip is recorded (`min_interval`) so you can see the policy working rather than guessing. - **Response link validity** (default 14 days): how long the emailed link works. Links are single-use regardless. A second open gets an honest "invalid, used, or expired" page, never a second ballot. - **Quiet hours** (optional `HH:MM` window in the org timezone): surveys arriving inside the window are deferred to its end, then send. Leave both bounds empty to send as soon as a survey is queued. ## 3. Where responses land - **Scorecards** — each tech's card gains a CSAT block (responses, average score, low scores at ≤ 2) once the org has real responses. Before that the section stays "not yet available" instead of showing a fake zero. - **Team scorecards → Client satisfaction** — the per-client rollup table for owners and admins. - **Automations** — the *CSAT response recorded* trigger with the *CSAT score below N* condition fires on low scores. Use it to notify a manager or add an internal note while the ticket is still fresh. ## 4. The response experience Clients open the tokenized link from the resolution email and sign in to the portal — the sign-in is the attribution, so responses are never anonymous. They pick 1–5 with an optional comment and see a thank-you state. The link in the email and the in-app route are the same single-use token. ## Troubleshooting - **No surveys arriving** — check the transport (Email settings), the send-on-resolve toggle, and whether the client is inside the minimum interval. - **A link does not work** — it was already used or its validity has run out; there is no override, by design.