Email prompt for Feedback (CSAT Reviews) At Ticket Closure

ApexityIT

Would be great if we could collect reviews from people when their tickets are closed.
We give our staff bonuses when they get positive feedback from partners/clients.

Edit:
We would prefer reviews be on a 1 (poor) to 5 (great) scale.

wrongecho

This is already a feature, but is only visible on the client portal at the moment.

ApexityIT

Yes it is - but it would be cool to have a little tidbit in email closure announcements to users. Single click feedback.
A significantly smaller number of our users can access our portal than the number who can submit tickets - just wanting to capture all of the feedback we can.

cthompson

I’d like to chime in on this. We’re currently a ConnectWise shop and are working toward switching over to ITFlow. This is a really valuable feature for us — we use SmileBack on every ticket we close and rely on it to maintain consistent CSAT scoring.

I’d love to see native support for this added.
If it’s already possible, is there any way to embed custom HTML (like the SmileBack survey widget) into ticket-closure emails through a backend config file or template? That would help us keep our CSAT workflow intact while transitioning to ITFlow.