Issue Panel Guide
The Customer Satisfaction (CSAT) issue panel appears above the activity stream on individual issues, providing issue-level feedback visibility and in-app voting for reporters.
Where It Appears
The panel is rendered on every issue where CSAT is enabled for the project. It automatically shows the appropriate view based on the current survey state.
Survey States
The issue panel displays one of the following states depending on the survey lifecycle:
✅ Completed
Displayed when the customer has submitted their rating. Shows:
- Star rating with numeric score (e.g., ★★★★☆ 4/5)
- Comment — the customer's optional text feedback (if provided)
- Rated on — the date the feedback was submitted
This state is visible to both agents and reporters, providing shared transparency on the feedback outcome.
⏳ Pending — Waiting for Reporter
Displayed to agents when a survey has been sent but the customer hasn't responded yet. Shows:
- A message indicating that the survey is awaiting the reporter's response
- Expires on — when the survey will expire if not answered
🗳️ Pending — Vote Form
Displayed to reporters when panel voting is enabled and the survey is still open. The reporter can:
- Select a star rating (1–5 stars) by clicking the stars
- Optionally type a text comment
- Submit the feedback
Once submitted, the panel transitions to the Completed state. The reporter can still update their feedback until the survey is processed.
⏰ Expired
Displayed when the survey expiration period has elapsed without a response. Shows:
- A message that the survey has expired with no response
- Expired on — the date the survey expired
⚠️ Limit Reached
Displayed when the monthly response limit for the current plan has been reached. Surveys cannot accept new responses until the next billing cycle or a plan upgrade.
🔒 Disabled
Displayed when CSAT is disabled for the current project. The panel shows a simple notice that CSAT surveys are not active.
No Survey
Displayed when no survey has been generated for this issue — typically because the issue hasn't been resolved yet, or the project configuration doesn't trigger surveys for this issue.
Who Sees What
| Viewer | What They See |
|---|---|
| Reporter (pending) | Vote form with star selector and comment box |
| Agent (pending) | "Waiting for reporter" message with expiry date |
| Anyone (completed) | Star rating, comment, and date |
| Anyone (expired) | Expiration notice |
Interaction with Feedback Channels
The issue panel reflects feedback from all configured channels:
- If the customer responds via the external email survey, the panel updates to show the completed state
- If the customer responds via panel voting, the same happens
- The first response from any channel is recorded — subsequent visits show the result
Both Channels Together
When both external email and panel voting are enabled, the customer can respond through either channel. Whichever is used first captures the feedback.
Need More Help? Contact support@appfero.com or visit our FAQ page.