Customer Satisfaction (CSAT)

Welcome to the Customer Satisfaction (CSAT) documentation. This application automates CSAT surveys and response analytics directly inside YouTrack, enabling support teams to collect, track, and act on customer feedback without leaving their workflow.

✨ Key Features

• Automatic Survey Delivery: Surveys are sent automatically when issues are resolved — feedback collection becomes part of your normal support flow
• Dual Feedback Channels: Collect responses via email surveys (external channel) and in-app voting on the issue panel
• Interactive Dashboards: Monitor satisfaction trends, assignee performance, and individual feedback with configurable dashboard widgets
• Flexible Project Configuration: Enable CSAT per project with tailored survey frequency, expiration, email templates, and custom field mapping
• Usage Monitoring & Alerts: Track monthly response consumption in real time and configure threshold alerts
• Custom Email Templates: Personalize survey notification subject and body with HTML and template variables (from Starter)
• Custom Field Mapping: Map CSAT rating and comment values to your own YouTrack custom fields (from Pro)
• Release Announcements: Stay informed about new features and updates via the built-in "What's New" panel

🎯 Key Benefits

• Close the Feedback Loop: Automatically ask customers how they feel after every resolution — no manual follow-ups, no spreadsheets
• Data-Driven Service Decisions: Spot satisfaction trends early, identify underperforming areas, and prioritize improvements with hard data
• Assignee Performance Visibility: Track satisfaction scores per agent to recognize high performers and surface coaching opportunities
• Reduced Churn Risk: Catch unhappy customers before dissatisfaction turns into lost accounts
• Zero Context Switching: Everything lives inside YouTrack — surveys, responses, dashboards, and configuration

🚀 Quick Start

1. Administrators: Start with the Admin Guide to install the app, manage your subscription, and monitor usage
2. Project Owners: Follow the Project Settings Guide to enable CSAT and configure survey behavior per project
3. Dashboard Users: See the Dashboard Guide to set up satisfaction reports on YouTrack dashboards
4. Support Agents: Check the Issue Panel Guide to understand the per-issue feedback view
5. Subscription: Review Subscription information for details on Free, Starter, Pro, and Enterprise plans

🎓 How It Works

Customer Satisfaction (CSAT) follows a simple three-step process:

1. Resolve Issue: When a support agent resolves an issue, the app automatically prepares the configured CSAT survey flow
2. Collect Response: The customer receives a survey via the configured channels (email and/or issue panel) and submits a 1–5 star rating with an optional comment
3. Review Outcomes: Teams analyze satisfaction trends, assignee performance, and individual feedback through dashboard widgets and the issue panel

Minimum Requirements

• YouTrack Compatibility: YouTrack Cloud or YouTrack Server
• Internet Connection: Required for subscription validation; Optional (Offline Activation supported)

Offline Activation available

Custom plans support offline activation for teams working in air-gapped or security-restricted environments.

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