# Follow-up satisfaction surveys (CSAT / NPS)

**Category:** [Support Tickets](https://help.totalctrl.app/hc/totalctrl/totalctrl-help-center/en-US/categories/support)
**Updated:** 2026-08-19

## Automatic feedback on resolve

When a ticket is resolved, Support can email the customer a satisfaction survey. Configure it per mailbox under **Support → Replies & Insights → Follow-up**.
## Choose or create a survey

- **Pick an existing survey** from the Surveys app, or
- **Create new** — a modal lets you make a **CSAT** (1–5 rating) or **NPS** (0–10) survey. It is created in the Surveys app, activated, and linked to the mailbox automatically.

## Exclusions

You can exclude specific accounts so their tickets never trigger a follow-up.
## Where responses go

Responses are recorded in the Surveys app and automatically feed **Customer Success** health scores: the platform matches the respondent's email to a CRM contact → company → CSM account and updates its CSAT/NPS.

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## Related Articles

- [Support Tickets overview](https://help.totalctrl.app/en-US/articles/support-overview-1)
- [Setting Up Your Mailbox](https://help.totalctrl.app/en-US/articles/setting-up-your-mailbox)
- [Support Overview](https://help.totalctrl.app/en-US/articles/support-overview)
- [Work a ticket](https://help.totalctrl.app/en-US/articles/work-a-ticket)
- [AI Replies: draft or auto-answer support tickets](https://help.totalctrl.app/en-US/articles/support-ai-replies)

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