Collect customer satisfaction (CSAT) feedback from ticket emails and review results for your clients.

Availability: Native CSAT must be included in your account's approved release and subscription. This guide covers native CSAT only, not NPS, custom surveys or third-party survey imports.

Before you begin

You need permission to manage Experience settings and surveys, and access to the PSA ticket-email template you will update. Viewing results follows your client access groups.

CSAT is an account-level capability. A client's Pro or X license is not the condition for collecting native CSAT. Installing ticket rating links does not require a Microsoft 365 connection.

Activate the account and the survey

1. Open the available Surveys settings and review the account activation status.
2. Activate only after your team is ready to collect feedback. Wait for preparation to complete and confirm the account is Active. If preparation fails, review the error before continuing.
3. Review the CSAT question, description and response-page copy. Save any changes.
4. Activate the CSAT survey separately. Account activation alone does not activate an individual survey, and editing copy does not change activation status.

Install rating links in your PSA

1. Open the survey-link installation controls for the active CSAT survey.
2. Select ConnectWise Manage, HaloPSA, Autotask or Other. Use the supported ticket-ID merge field for that system.
3. Generate the links and copy the five-button rating HTML into the intended closed-ticket email template.
4. Save a secure working copy while the generated links are shown. They are masked when you return.
5. Send an authorized test ticket email. Check that the ticket-ID merge field resolves, then complete a test rating and comment.

Regenerating links invalidates the previous links. Coordinate replacement in every installed PSA template before rotating links. A later copy change does not require replacing the rating HTML.

Check results and alerts

Confirm the completed test appears in the reporting available to your account. Context enrichment can delay a response's appearance in reporting or alerts.

CSAT uses five choices: 1–2 Negative, 3 Neutral and 4–5 Positive. The score is the positive share of eligible completed responses. No eligible responses means no score, not zero satisfaction.

Configure Negative and Neutral response alerts separately. Review the client account manager and any additional recipients, and verify an authorized test before relying on delivery.

Stop collection

Turning off a survey stops new collection for that survey without deleting its copy, links or responses. Turning off account collection stops new feedback and new alert qualification while retaining feedback for authorized reporting. Previously queued alert work may still finish.

If your subscription or access changes, contact your administrator or ScalePad Support. Do not regenerate links or reactivate collection simply to troubleshoot missing data.