Notifications & CSAT

The helpdesk keeps both sides informed automatically — customers by email, and your staff in-app — and closes the loop with a satisfaction survey. This article covers what gets sent, when, and how it's configured.

Customer Emails

Customers receive email at the key moments of a ticket's life:

• Ticket created — a confirmation with the ticket number and the expected first-response time
• New reply — when a staff member or an AI agent posts a public reply (AI replies are clearly labeled as AI)
• Resolved — when the ticket is marked Solved, with a link to rate the experience

Every ticket email carries the ticket number ([#1042]) in the subject and sets a Reply-To back at your helpdesk inbound address. That means a customer can simply reply to the email and their response threads straight onto the ticket — no portal visit required.

The recipient name is always resolved live from the customer's contact record, so it stays correct even if their details change.

Staff Notifications

• Assignment — when a ticket is assigned to a staff member, they get an in-app notification linking straight to it.
• SLA and other events — first-response-at-risk, breaches, customer replies, and AI-needs-approval are all real platform events. Wire them to any notification channel (in-app, email, Slack/Teams, webhook) with an Orchestration so your team is alerted exactly how you want.

Notification Preferences

Customers control their own email notifications from their portal Profile:

• Email me when support replies
• Email me when a ticket status changes
• Email me when a colleague opens a ticket I can see

The helpdesk respects these preferences on every send.

CSAT (Customer Satisfaction)

When CSAT is enabled (in Helpdesk Settings → CSAT & auto-close), a solved ticket invites the customer to rate their experience:

• In the portal, a star rating and optional comment appear as soon as the ticket is solved.
• The resolution email includes a link to rate it.

Each ticket collects one CSAT response. Scores flow into Reports, where you can see your CSAT average and — because attribution is explicit — how satisfaction differs between tickets resolved by AI and by humans.

Auto-Close

Solved tickets don't stay open forever. Set Auto-close after N days (in Helpdesk Settings → CSAT & auto-close) and a solved ticket automatically moves to Closed after that window — giving the customer time to reopen if the fix didn't hold. Set it to 0 to never auto-close. A customer reply during the window reopens the ticket instead.