Sometimes we receive CSAT responses from users/leads that include highly positive, detailed feedback praising the support they received. We want to ensure this recognition is visible to both management and the teammate involved.
However, these responses are currently excluded from reporting if the customer hasn’t sent a follow-up reply—even when the CSAT includes a long, meaningful comment.
It would be valuable to include these types of CSAT responses in reporting regardless of whether there was an additional reply, so teams can better capture and showcase positive customer feedback.
