Multiple participant CSAT

Question

Hi we have just implemented CSAT ratings and are doing surprisingly well from the customers who have rated us, however it doesn’t tell us the whole picture. Are you able to tell me whether it is possible to add CSAT to the creator of a message or ticket when there are multiple participants. I don’t want it sent to all participants just to the creator of the message. We often get messages with multiple people are CC’d into the conversation on first contact.If this cant be achieved currently are there any plans to include this?

aykut.aydin · Accepted Answer

Hey @david meakinCurrently, it is not possible to send a CSAT survey in the conversations that have multiple participants. In those cases, the CSAT survey will not be sent at all, like mentioned here in our article. I can’t see any official announcements for including this, but I will go ahead and submit an internal feature request for it on my end. I’d also recommend posting this on our Product Wishlist page here.

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