Enable CSAT for conversations/tickets with multiple participants

Hi @david meakin 
 

Jennifer here from Customer Support

This is not possible but I’ll let our product team know this is a feature you’re eager for! 
 

Whenever we do release new features, we announce them on the Product Changes page, so I would recommend keeping an eye there. 

Please implement this, or at least a way to send CSAT via the API. Our support bonus structure is based on positive CSAT and the majority of our tickets have multiple participants. Zendesk and Freshdesk have this feature.

If this feature is built out can it please include a setting that will allow us to configure who the CSAT is sent to in the group?

​​​​​​​Option examples that would be really helpful:

• All participants
• The first active participant
• The last active participant
• Users that meet specific criteria: like if they match a specific attribute that user would be prioritized to receive the CSAT (e.g. to be able to specify only the Business Owner would receive the CSAT etc.?)
• Users that have an email address on their profile

Ter está opção é muito importante, para garantir mais assertividade em medir a interação de conversas em grupo.

Even if we can just select the user when closing a conversation or CSAT. Or have like a “Main user” field on the right of the conversation and that’s who the CSAT gets sent out to. 
For us we have multiple support emails that go to intercom. Even if there’s just one external user our support email remains in cc - so the CSAT won’t even get sent out even if there’s just one external user. 

Adding this from another thread as this seems to be the source of truth - 

This is super important for our org as well. Our larger customers very often have multiple people involved in a ticket, this limitation means we are excluding some of our most important customers feedback from our data set. Another option instead of asking for them to type their name could be to default to whoever opened the conversation/ticket. This would allow all customers to evaluate their experience while limiting the possibility of duplicate CSATs on the same ticket. 

IMO, this feels table stakes, especially for organizations like ours where our customers usually add multiple participants to a conversation. In b2b business models, this is more common than a single end user reaching out, as a point of contact will usually loop in their account team/other stakeholders for visibility reasons. It is very rare that I see only 1 person added on a conversation. Because of this limitation, it makes is very hard to understand the true picture of customer satisfaction, as we don’t even have the option to get CSAT ratings on over 75% of our converstions. 

Another person already commented this, but I think logically it makes the most sense to send the initial Requester the CSAT survey, or for there to be a way for agents to choose who to send the survey to before closing the conversation (this can even be an optional feature to toggle on or off)

This is hugely important to our organization as well and frankly tablestakes for a support software. I wouldn’t have picked Intercom if I had known collecting something as basic as CSAT wouldn’t have been possible. People should know this limitation before buying -- or more importantly, Intercom should fix it! 

The ironic thing is that Intercom’s own support has this enabled -- when I was cc’ed on a support ticket my team sent in to Intercom, I got a CSAT! I nearly spat our my coffee when I got it. Unbelievable to custom-build that in-house when your community is begging for the feature. 

This would also be helpful to our organization

Feature Request to be able to send a CSAT rating on a conversation with multiple participants (Chat or Email).
Where there is a setting that we can select to send the CSAT to the user who started the conversation or to the one that replied last would be nice to have that option.

Alternatively, where the CSAT is sent to all participants and the final rating is a average of the CSAT provided. 

Voting for this. It's a significant gap for B2B support teams.

In enterprise/B2B contexts, multi-participant conversations is not uncommon practice (the equivalent of CC'ing stakeholders). The current behaviour of suppressing CSAT when multiple participants are present means we're systematically excluded from collecting feedback on a large portion of our conversations.

This isn't just a minor inconvenience, as CSAT is a core KPI for many support teams (including ours), and this limitation introduces a blind spot into that measurement.

The expected behaviour seems straightforward: send the CSAT survey to the primary contact (the conversation initiator) regardless of how many participants are present, with an optional enhancement to either survey all participants or select one of them. Most mature support platforms handle this natively. Thanks.

+1 on this one, this is the most important feature for us that is missing incomprehensibly. Which is really weird because AFAIK the ticket creator is identified on the API. So please stop limiting this feature to one participant tickets only (which represents a really small volume of hundreds of tickets created every day).

I understand that you want to push your in-house CX score, but please keep in mind that an AI-based metric will never replace the manual process for a customer to provide a CSAT rating that is way more engaging and genuine, and above all not prone to hallucinations. Both metrics are complementary, and CSAT still remains a core Support KPI that is still vastly used across the industry.

This product improvement request has been raised many times for the past two years, and the number of votes on this thread speaks volume on the necessity to prioritize this topic.

+1 on this request. This limitation severely restricts our ability to track accurate Customer Satisfaction (CSAT) metrics.

• Our Use Case: As a B2B business, many of our support interactions involve Account Managers who forward or CC customers into tickets to ensure proper handoff and visibility.

• The Issue: Because an internal team member is CC'd, Intercom flags the ticket as having "multiple participants" and completely disables survey delivery.

• Business Impact: We are unable to survey a major percentage of our total ticket volume. This skews our CSAT data, hides key insights, and makes it difficult to demonstrate the support team's impact.

Request: Please allow admins to enable surveys on multi-participant tickets, or allow us to specify that the survey should go directly to the primary customer/requester regardless of CCs.