Customer Feedback

Automatically collect feedback at the end of each support thread — so you can spot issues early, improve team performance, and show customers you’re listening.

​

What you can do with CSAT

• Capture sentiment from customers with a one-click survey sent after a thread is marked as done.
• See feedback at a glance — who responded, what they said, and which thread it relates to.
• Create multiple feedback forms to segment your surveys (e.g. Enterprise vs everyone else).
• Track and improve with CSAT reporting that breaks down ratings and comments.

​

Where it works

CSAT surveys work across all channels — Slack, Discord, Email, Chat, Microsoft Teams, Portal, and API.

We’ll send the survey natively in Slack, and as an email for all other channels. Wherever the conversation happens, you can follow up with a feedback request.

​

How it works

Once a thread is marked as Done, Plain sends a short survey asking the customer how the support experience went — they can rate it positive, neutral, or negative, and leave an optional comment.

All responses are stored and visible:

• In the thread sidebar, so your team can see feedback in context.
• In Reporting > CSAT, so you can view response trends over time or view individual feedback.

​

Customising surveys

You can create and manage multiple CSAT surveys to target different parts of your customer base.

You can:

• Customise the survey message.
• Set a delay before sending (e.g. 15 minutes after a thread is marked Done).
• Control frequency so customers aren’t asked to rate every thread.

​

To get started

1. Go to Settings → Customer survey
2. Click “New customer survey
3. Set your rules, and you’re done

​

Best practices

• Start small. Set up one general-purpose survey before adding segmentation.
• Review feedback regularly. Use the CSAT report to spot trends and act on negative feedback.
• Be respectful. Use the “Time between surveys” feature to avoid over-surveying your customers.