FAQs in this section
How do I create a case?
How do I link a customer record to their case record?
How do I link a service to a case?
How do I create a case using Quick Create?
How do I assign a case to a team in my company?
How do I find the Customer Satisfaction Survey workflow?
How do I mass-edit case details at once?
How do I filter cases depending on the Customer Satisfaction Survey feedback?
How do I reply to a case?
How do I reply to a case?
How do I convert a case to an FAQ?
How do I add Internal Comments on a Case?
How do I link a Service to a Case?
How do I assign an SLA to a case?
What is a case?
What is the Is Billable field in Cases?
What are the different statuses of a case?
How do I find the responses to the Customer Satisfaction Survey?
How does the Customer Satisfaction Survey work?
What is the difference between cases and internal tickets?
How do I set up a mailroom rule to create cases?
Why are there no closed states in Cases?
What is the SLA Information block in Cases?
What is the Customer Satisfaction Survey?
Table of Contents
The Customer Satisfaction Survey is used to take the customer’s feedback on the service provided by you.
It tells you if the customer is happy with the resolution and the way the case was handled.
Here is how it works:


Note: The survey template is not customizable. You can contact support@vtiger.com to raise a request for customization.
It tells you if the customer is happy with the resolution and the way the case was handled.
Here is how it works:
- When a customer reports a case, you assign it to an individual or a team who works towards resolving the case.
- After you resolve the customer’s issue, you mark the case as resolved in the CRM by updating the Status field in the case record to Resolved.
- When the case status changes to Resolved, the Default Satisfaction Survey workflow gets triggered. Then, the survey email is sent to the customer.
- The customer must provide feedback in the form of a smiley They must pick one of these smilies:

- The customer must then write a feedback comment.

- After the customer submits feedback, their response is recorded in the Rating and Satisfaction Survey Feedback fields in the case record.

Note: The survey template is not customizable. You can contact support@vtiger.com to raise a request for customization.
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