Customers, reporting and insights · Autessa Support Desk
CSAT and leaderboard
Autessa Support Desk tracks customer satisfaction (CSAT). When a ticket is closed a satisfaction survey is recorded for the customer, ratings from 1 to 5 with a comment show on the ticket, and a leaderboard ranks agents and assignment groups by customer satisfaction, then tickets resolved.
The problem it solves
Speed is not the same as service
A team can hit every SLA and still leave customers unhappy. CSAT tells you how support felt to the customer, and the leaderboard shows who and which groups customers rate highest.
What you get
- A survey is recorded for the customer when a ticket closes.
- Ratings are 1 to 5 with an optional comment, shown in the ticket’s properties.
- Average CSAT on the dashboard (last 30 days), in Reports and in Weekly Insights with its distribution.
- Leaderboard ranks agents and assignment groups by average rating, then tickets resolved, over a window you pick.
- Each row shows average rating out of 5, ratings received and tickets resolved.
- Low CSAT areas feed the friction section of Weekly Insights.
How it works
How does CSAT and leaderboard work in Autessa Support Desk?
Close a ticket
A satisfaction survey is recorded for the customer.
The customer rates
A 1 to 5 rating and a comment are saved on the ticket.
See the trend
Dashboard, Reports, Weekly Insights and the Leaderboard.
Every option
CSAT and leaderboard
| Option | What it does |
|---|---|
| Rating | 1 to 5 with a comment. |
| Where it shows | Ticket properties, dashboard, Reports, Weekly Insights, Leaderboard. |
| Leaderboard ranking | Average rating, then tickets resolved. |
| Window | Choose the period ranked. |
Permissions
Who can do what?
| Who | Can |
|---|---|
| Support team (Agent, Senior agent, Team lead, Admin) | See ratings on tickets and the leaderboard. |
| Customer | Rates the support they received. |
Connected
How it connects to the rest of Support Desk
FAQ
Questions about CSAT and leaderboard
Straight answers. If something is not covered here, book a demo and ask us directly.
Does Autessa Support Desk measure CSAT?
Yes. A satisfaction survey is recorded when a ticket closes, and 1 to 5 ratings roll up into the dashboard, reports, Weekly Insights and the leaderboard.
Is there an agent leaderboard?
Yes. Agents and assignment groups are ranked by customer satisfaction, then tickets resolved.
Can customers leave a comment with their rating?
Yes. Each rating can include a comment, shown on the ticket.
100% customizable, code and all
Make Autessa Support Desk fully your own.
Use it out of the box, then change anything. Ask Autobot, Autessa’s AI builder, for a new field, screen, report, workflow or agent and it builds it into your copy of the app. Or open the code and edit it yourself. Nothing is locked: the app, its data and its code are yours.
Start free and make it yours