Outbound email & CSAT surveys
Send threaded acknowledgements and replies, give customers a public tracking link, and measure satisfaction after resolution.
Outbound email closes the loop with customers, and CSAT surveys tell you how you're doing.
Outbound email
In Admin → Channels, control what flyhelpdesk sends:
- Send auto-ack — a "We've received your request" email the moment a ticket is created.
- Send replies — email each agent reply to the customer.
Both are off by default, so turn them on when you're ready. Every outbound message is threaded with the [TSD-####] tag and carries the customer's tracking link. Delivery is best-effort — a mail hiccup never blocks the agent's action.
The tracking link
Every ticket gets a public status page at /track/{token} (no login required). The random token means only someone with the link can view it. Customers use it to check progress without an account.
CSAT surveys
Measure satisfaction automatically when a ticket is resolved:
- Enable CSAT (config key
CSAT_ENABLED, or the CSAT settings for the tenant). - When an agent resolves a ticket, the customer gets a "How did we do?" email with a Rate your experience button.
- The link opens the public survey at /survey/{token}, where they leave a 1–5 rating.
- The score lands on the ticket and rolls into the contact's satisfaction score and your Reports.
Surveys are idempotent — a customer only ever has one unanswered survey at a time, so they're never spammed.
Tips
- Turn on auto-ack even if you leave reply-emails off — customers value an instant "we got it".
- Watch Avg CSAT in Admin → Reports to spot trends after process changes.
- Share the tracking link in your auto-ack so customers self-serve status instead of emailing "any update?".