---
title: "Satisfaction surveys"
description: "How Outpost asks requesters to rate a solved ticket, what they see, and how to read the results under Tickets > Satisfaction."
url: "https://support.outpostplatform.com/service-desk/satisfaction-surveys/"
product: "depot"
type: "how-to"
status: "draft"
ai_summary: "Satisfaction surveys in the Outpost console (Enterprise and MSP). Solving a ticket emails the verified requester a survey link, valid 30 days and single use, one per solve. The requester rates one to five stars and can comment, from the email or the tray app. Tickets > Satisfaction shows responses, surveys sent, response rate, average score, and score spread."
availability:
  plans: ["enterprise", "msp"]
  permission: "ticket:read"
  preview: false
source: "https://gitlab.com/outpostplatform/docs/-/edit/main/src/content/docs/service-desk/satisfaction-surveys.md"
license: "CC BY 4.0"
---

# Satisfaction surveys

A satisfaction survey asks the person who raised a ticket how it went, once
the ticket is solved. Outpost sends surveys automatically, and the results
show your team where the desk is doing well and which tickets need a second
look. This page explains when a survey is sent, what the requester sees, and
how to read the results.

## When a survey is sent

When a ticket's status changes to **Solved**, Outpost emails the requester a
link to a survey.

- **One survey per solve.** Saving a solved ticket again sends nothing. If a
  ticket is reopened and solved again while its survey is unanswered, no
  second survey is sent, even after the first link has expired. A ticket whose survey was answered gets another survey
  the next time it is solved.
- **Verified requesters only.** A ticket that shows **Unverified requester**
  gets no survey. See [Tickets](/service-desk/tickets/#what-a-ticket-holds).
- **The link works once, for 30 days.** After it is answered or expires, it
  shows **Survey closed**.

The email names your organization and carries the full survey link. It is
sent through your outgoing email provider. See
[Configure outgoing email](/depot/email/).

## What the requester sees

The survey page asks **How did we do?**. The requester chooses one to five
stars and can add a comment in **Anything you would like to add?**. When they
submit, the page says **Thank you**. They do not need to sign in.

On an endpoint, the tray app also asks **How did we do on ticket** followed by
the ticket number. Selecting a star opens the survey in the browser. See
[Use the Outpost tray app](/tray/using-the-tray/).

## Before you begin

- Your plan must include the service desk: Enterprise or MSP. See
  [Plans and limits](/account/plans-and-limits/).
- To read the results, you need `ticket:read`. See
  [Roles and permissions](/depot/roles-and-permissions/).

## Read the results

1. Select **Tickets** > **Satisfaction**. On the MSP plan, open the client
   first.
2. Read the totals at the top: **Responses**, **Surveys sent**, **Response
   rate**, and **Average score**, and the **Score spread** below them. These
   cover every survey ever sent, and the filters do not change them.
3. Read the responses in the table, with their **Score**, **Comment**,
   **Ticket**, and when they were **Answered**. The table opens on **Needs a
   look**, the one-star and two-star responses. Choose **Last 30 days** or
   **Five star** for others.
4. To find the response for one ticket, enter its reference in the search box.
   The search matches the ticket reference only, not the words in comments.

Select a ticket in the table to open it and follow up.

## If something goes wrong

| Symptom | Cause | Fix |
| --- | --- | --- |
| A solved ticket sent no survey | The requester is unverified, or a survey for this solve was already sent. | Check the ticket for **Unverified requester**. |
| Requesters say the link shows **Survey closed** | The survey was already answered, or more than 30 days have passed. | Nothing to fix. A survey works once. |
| No surveys are arriving at all | Outgoing email is not working. | Send a test from **Settings** > **Email**. See [Configure outgoing email](/depot/email/). |

## Next steps

- [Tickets](/service-desk/tickets/)
- [Live chat](/service-desk/live-chat/)