Why We Built This
Before this update, customer feedback was often delayed, inconsistent, or missing entirely. Teams had to rely on assumptions, scattered comments, or occasional manual outreach.
Now, feedback happens at the right moment, in the right place, with a better experience for the customer and cleaner data for the team.
The goal is simple:
- Capture real satisfaction signals immediately after support interactions.
- Protect survey integrity with secure, expiring links.
- Give teams a live dashboard to track trends and improve performance.
What's New
1) Automatic Survey Invitations After Ticket Closure
When a support ticket is marked Resolved or Cancelled, Workspace now automatically prepares and sends a CSAT survey invite to the subscriber.
No extra manual step. No separate tool. No delay.
2) Branded, Customer-Friendly Survey Page
Customers receive a clean survey page where they can:
- Choose a star rating from 1 to 5.
- Add an optional comment.
- Submit quickly from desktop or mobile.
- The experience is intentionally simple so customers can respond without friction.
3) Secure, Expiring Survey Links
Each invite uses a unique response token with expiration and one-time response protection. This helps prevent:
- Duplicate submissions.
- Reuse of stale links.
- Feedback contamination from old ticket flows.
- This keeps your CSAT data more trustworthy for team decisions.
4) CSAT Dashboard in Workspace Workflow
Inside the new Customer Surveys workflow, teams can now:
- Filter by survey status (pending, sent, responded, expired).
- Filter by subscriber and ticket.
- Search by ID, ticket reference, or comment text.
- View KPIs including total sent, responded, expired, and average score.
- Open record-level detail for full context.
This gives supervisors and managers immediate insight without exporting or manual reconciliation.
5) Updated Survey Email Experience
The survey email template has been improved for readability and clarity, with stronger ticket context and cleaner rating actions. The tone is now aligned with client-facing communication standards while staying concise for fast action.
What This Means for Workspace Owners
As an owner, you now have a direct line from support operations to customer sentiment.
You can quickly answer:
- Are we closing tickets, but leaving customers unsatisfied?
- Which issue types drive lower ratings?
- Are response rates healthy across teams and shifts?
- Are improvements in process reflected in customer feedback?
In short, this turns CSAT from a report you check occasionally into an operational signal you can manage weekly.
What This Means for Employees
For support and operations staff, this is not added overhead. Itâs built into the flow you already use.
You close tickets as usual. Workspace handles the rest:
- Survey issuance.
- Secure response handling.
- Dashboard reporting.
The practical benefit is better coaching and fewer blind spots. Positive feedback becomes visible, and recurring pain points can be fixed faster.
What We Recommend Next
To get the most value from this release:
- Review CSAT dashboard trends weekly in team leadsâ check-ins.
- Tag common low-score themes and tie them to process improvements.
- Celebrate high-score wins publicly to reinforce good support behavior.
- Track response rate alongside average score to avoid false confidence from low volume.
This launch is a foundation step toward a stronger customer feedback culture across Workspace/s.
Thank you to everyone who helped shape, test, and ship it. More improvements to customer feedback workflows are already in motion.