Feature 01 / 04
Solution
CSAT signals fed back into the inbox
Trigger a signed survey link automatically on resolution. Track satisfaction by agent, channel, and tag, and re-open tickets that score under 4 with an SLA of their own.
Outcomes
Catch unhappy customers before they churn
Auto-reopen rules pull every low-score ticket back into the queue before the customer reaches the cancel button. One Helpdash workspace flagged seven near-churns in a quarter that they'd have missed without the rule.
Feature 02 / 04
Re-open tickets that score below your threshold automatically
Feature 03 / 04
Agent-level and workspace-level CSAT panels with trends
Feature 04 / 04
Weekly digest via email or webhook to leadership
Inside the survey
Surveys customers actually fill in
Feature 01 / 03
Signed links
Every survey URL is HMAC-signed and one-shot. Customers don't need an account; the response can't be spoofed.
Feature 02 / 03
Auto-reopen
Score under your threshold? The ticket reopens with a fresh SLA, a tagged escalation, and a notification to the owner.
Feature 03 / 03
Sliced reporting
Filter CSAT by agent, channel, tag, project, or plan. Export the slice or push it to your BI tool on the hour.
FAQ
Frequently asked questions
When does the survey trigger?
By default, two hours after a ticket is resolved — long enough for the customer to verify the fix, short enough that they remember. You can change the delay per workspace.
Can I A/B test survey copy?
Yes. Workspaces can run two survey templates in parallel; Helpdash splits delivery evenly and reports response rate per template.
What happens to the score history if I move a ticket?
CSAT scores are immutable and travel with the ticket. Moving a ticket between projects preserves the score, the timestamp, and the original survey template.
Catch your first near-churn this week
CSAT surveys and auto-reopen are included on Pro. The dashboard updates in real time.