❓ Frequently Asked Questions
📌 General Questions
What is Customer Satisfaction (CSAT)?
Customer Satisfaction (CSAT) is a YouTrack application that automates the collection and analysis of customer satisfaction feedback. It sends surveys automatically when issues are resolved, collects 1–5 star ratings with optional comments, and provides dashboard reports to help support teams track satisfaction trends.
Does this work with my YouTrack instance?
The application works with:
- YouTrack Cloud
- YouTrack Server
Both cloud and on-premise installations are supported.
Can I test before purchasing?
Absolutely! All paid plans include a 14-day free trial with full access to the selected plan's features. The trial is handled by Paddle after creating a subscription and entering billing details.
How do I install the application?
- Install from the YouTrack Marketplace
- Navigate to Administration → Integrations → Customer Satisfaction (CSAT)
- The app starts in Free mode (10 responses/month)
- Enable CSAT for individual projects in Project Settings
- Important: After installation in Apps, navigate to the Projects tab and select all projects that should use CSAT
See the Admin Guide for detailed setup instructions.
What happens if I uninstall the application?
Data Loss Warning
When uninstalling the application, ALL configuration and survey data (including collected responses and project settings) is permanently deleted by YouTrack. There is no way to restore this data after uninstallation.
This does not apply to plugin updates — your configuration and data are preserved during updates.
We strongly recommend using the uninstallation option wisely and only when necessary.
💰 Pricing & Plans
How are plans measured?
Plans are measured by the number of collected CSAT responses per month at the YouTrack instance level. Each time a customer submits a rating (via email survey or panel voting), it counts as one response.
What happens after reaching the monthly limit?
After the monthly limit is reached, new survey sending and new response collection are paused until renewal or plan upgrade. Existing configuration and historical data remain available. Usage resets at the beginning of the next calendar month.
What is included in the Free plan?
Free includes:
- 10 responses per month
- Fixed survey email template (no customization)
- Dashboard access for the last 30 days only
Which features require Pro or Enterprise?
- Survey expiration customization (custom number of days) — from Pro
- Custom field mapping (map rating/comment to YouTrack fields) — from Pro
Is annual billing available?
Yes. Annual billing applies a 16% discount (12 months for the price of 10). All paid plans support both monthly and annual billing.
Do paid plans include a trial?
Yes. Starter, Pro, and Enterprise include a 14-day trial handled by Paddle after creating a subscription and entering billing details.
Can I change my plan later?
Yes. You can change your plan from the app admin settings, and monthly/annual switching is supported through the subscription flow.
🌐 Internet Connection & Offline Access
What happens when there's no active internet connection?
Internet Connection Required
Standard subscription validation (Free, Starter, Pro, Enterprise Standard) requires an active internet connection. The application cannot validate the subscription without internet access.
🔐 Enterprise Offline Support
Custom Enterprise agreements support offline licensing. This allows the application to function in air-gapped or restricted network environments without any connection to Appfero servers.
Can I use this on-premises without internet?
Yes! With a Custom Enterprise agreement, we provide signed license tokens that can be manually activated within your instance. This is ideal for secure, on-premises installations without external internet access. Contact us for details.
Does the application send my survey data to external servers?
Survey data (ratings, comments, responses) stays within your YouTrack instance. The application only connects to Appfero servers to validate your subscription license and to collect external surveys responses which are saved until they are processed and deleted from Appfero platform (every 20 minutes). The external survey form is hosted on Appfero infrastructure, but ratings are stored back in your YouTrack instance.
✨ Features & Functionality
What are the feedback channels?
Customer Satisfaction (CSAT) supports two feedback channels:
- External Survey (Email): A survey email is sent to the reporter containing a link to an external feedback form hosted by Appfero.
- Panel Voting: The reporter can rate directly from the issue panel inside YouTrack.
Both channels can be enabled simultaneously. The first response from any channel is recorded.
What happens if a customer responds via both channels?
If both the external email survey and panel voting are enabled, it is possible for a customer to submit feedback through both channels. In that case, the external survey can overwrite the panel voting response. External survey responses are collected and processed by the Appfero platform approximately every 20 minutes. This means:
- If a customer votes via the issue panel first and then responds via the email survey, the email response will overwrite the panel vote once it is processed.
- If a customer votes via the email survey first then issue panel currently shows the email survey response.
TIP
If you want to avoid potential overwrites, consider enabling only one feedback channel per project.
What happens when an issue is resolved again (with "Every resolve" frequency)?
When the survey frequency is set to Every resolve and an issue is resolved again, a new survey email is sent with a new unique token. The previous survey token is overwritten, which means:
- Any unprocessed response from the previous survey email will not be recognized and will be discarded during cleanup.
- Only the latest survey (triggered by the most recent resolution) is active and accepts responses.
- Previous completed responses remain in the history — only the pending/unprocessed external response is affected.
This ensures that feedback always corresponds to the most recent resolution of the issue.
Can I customize the survey email?
Yes, from the Starter plan and above. You can edit both the email subject and body using HTML with template variables (issue ID, summary, reporter name, issue URL, and rating section). See the Project Settings Guide for details.
Free plan users receive a fixed default template.
What is survey expiration?
Survey expiration controls how many days (1–90) a customer has to respond before the survey is automatically marked as expired. This prevents stale feedback on long-resolved issues.
Survey expiration customization is available from the Pro plan. Free and Starter plans use the default expiration period.
Can I map CSAT data to custom YouTrack fields?
Yes, from the Pro plan. You can map:
- Rating to an Integer, Float, or Enum custom field
- Comment to a String or Text custom field
This enables tighter integration with your existing YouTrack workflows, queries, and reports. See the Project Settings Guide for details.
What dashboard reports are available?
Three report modes are available:
- Overall: Happiness gauge, KPI cards, trend chart, and score distribution
- Assignee: Per-agent leaderboard with individual detail panels
- Feedback List: Paginated table of individual survey responses
See the Dashboard Guide for complete details.
Can I filter dashboard data?
Yes. Each dashboard widget includes filters for date range, status, projects, specific scores, assignees, reporters, comments-only mode, and expired survey inclusion. See the Dashboard Guide for the full list.
🔧 Troubleshooting
Surveys are not being sent
- Verify that CSAT is enabled for the project in Project Settings
- Check that mail notifications are toggled on in the Mail tab
- Ensure the monthly response limit has not been reached
- Confirm the project is selected in the app's Projects tab (Administration → Apps)
The issue panel shows "No survey"
This means no survey has been generated for the issue. Common reasons:
- The issue has not been resolved yet
- CSAT is not enabled for the project
- The survey frequency is set to "Once per issue" and a survey was already created on a previous resolution
Dashboard shows no data
- Check that CSAT is enabled and surveys have been sent for the projects included in the filter
- Verify the date range covers the period when surveys were collected
- Ensure filters are not excluding all data (e.g., score filter set to values with no responses)
💬 Support & Contact
How do I get help?
- Documentation: Browse our comprehensive guides
- Email Support: support@appfero.com
- Support Channel: appfero-support.youtrack.cloud
Can I request new features?
Yes! We welcome feature requests. Submit your ideas and help us build the features you need.