How does it work?

• CSAT is collected from the helpdesk automatically every day at midnight.

• The collected CSAT values are normalized to a scale of 1 to 5.

• Comments are also imported.

• The data is organized and displayed through the Hub's metrics dashboard.

Which helpdesks and formats do we integrate with?

Zendesk

• ✅ Legacy CSAT, measured as good/bad.

• ✅ New CSAT, measured from 1 to 5.

• ⚠️ CSAT saved in tags or custom fields (we do not integrate)

Intercom

• ✅ Standard tool CSAT, measured from 1 to 5.

CloudChat

• ✅ Standard tool CSAT, measured from 1 to 5.

Hubspot

• ✅ Standard tool CSAT ("Survey" functionality), measured from 0 to 2 or satisfied/neutral/dissatisfied linked to the Ticket

• ⚠️ Satisfaction surveys whose responses are not linked to the conversation ID (we do not integrate)

• ⚠️ WhatsApp channel: currently, Hubspot does not implement sending CSAT for this tool