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Use this guide to read the CSAT dashboard and export its responses. CSAT is the satisfaction rating clients give after a support ticket. This guide is for MSP staff and for company users whose role includes CSAT access.

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Before you start

  • Your role needs Surveys read access and View CSAT dashboards. An MSP administrator turns this on per role in Settings > Users & Roles, under Surveys. General survey access is not enough.
  • CSAT must be available for your portal. That means built-in CSAT campaigns are turned on, or an integration that imports ratings (HaloPSA, Autotask or Simplesat) is active.
  • Company users see only their permitted company. The CSAT by Company comparison table is for MSP staff.

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Open the CSAT dashboard

1

Open Surveys

Click Surveys in the sidebar.
2

Choose the dashboard

Open the Surveys Menu in the page header and click CSAT Dashboard. You can also click the CSAT summary card on the Surveys list. For one campaign, open its row menu and choose View Dashboard.
3

Check which dashboard you are on

The overall view is titled CSAT and covers every CSAT and CES campaign, native and synced. A campaign dashboard shows the campaign name and an Overview button to go back.

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Read the dashboard

1

Check the period

The summary says Last N days. Your MSP sets N under the dashboard display settings.
2

Read the numbers

Compare CSAT, Responses, Satisfied, Dissatisfied and Companies.
3

Read the charts

Trend shows CSAT % over the period. Score Distribution counts Satisfied, Neutral and Dissatisfied ratings.
4

Read the lists

CSAT by Company and CSAT by Technician rank each group by responses, CSAT and low scores. Recent Responses shows the newest ratings with their comments and ticket numbers.
CSAT is the share of included responses rated satisfied. It is not the average star rating. MSPortal turns every rating into a 0 to 100 score so different scales compare fairly. A score of 80 or more is satisfied, 40 to below 80 is neutral, and below 40 is dissatisfied. Each response also shows its original rating and scale, such as 4/5. Neutral responses count in Responses, so Satisfied plus Dissatisfied can be less than the total. A dash instead of a score means there is no data for that scope. Check the period, the company selection and your access. The overall dashboard counts responses mapped to a company. Responses with no company appear as No company mapped in the company table. For a customer effort score (CES) campaign, open its own dashboard.

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Choose what the dashboard shows

Your MSP controls whether the dashboard shows written feedback, respondent details and the technician table. A user with manage access opens Display settings from the dashboard header to change them. The settings are Lookback window, Recent responses to list, Show written feedback, Show respondent details and Show team member breakdown. These settings change only what the dashboards display. They do not stop an authorized CSV export from including names, emails and comments. In CSAT by Technician, a technician is matched to a portal user by email. No matching portal user means no match was found. It does not mean a zero score.

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Check the time window before you compare numbers

Counts can differ between these views. Compare the period, campaign, company and response limit before you treat a difference as missing feedback.

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Read one company’s responses

This is for MSP staff.
1

Open the company table

On the dashboard, find CSAT by Company.
2

Select a company

Click a company row. A panel opens with that company’s newest responses, up to 50, and a summary for the dashboard period.
3

Close the panel

Close it to return to the table.

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Export responses

1

Open the dashboard

Open the overall dashboard or the campaign dashboard you want to export.
2

Check the company selection

If your account can change the company, choose it now. The export follows the selection.
3

Click Export CSV

Click Export CSV in the page header. Your browser downloads a file.
4

Check the file

Open the CSV and check the response dates and scope.
The export has a fixed set of columns. They include the rating, scale, normalized score, source, company, respondent name and email, ticket details, the assigned technician and the feedback text when there is any. It covers every matching record, not only the rows you can see. The default period is 90 days, even when the dashboard uses a different period. If the download fails or stops, check your browser’s download status before you use the file as a complete report.

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Import HaloPSA and Autotask satisfaction ratings

MSPortal can import HaloPSA native CSAT feedback and Autotask native survey results. They show in this dashboard, in custom dashboard widgets, in report blocks and in CSV exports. You can keep collecting feedback through the PSA’s own survey. Simplesat is not required. MSP staff set this up in the PSA integration:
  1. Open the PSA integration’s Sync settings and turn on Import satisfaction ratings. It is off by default.
  2. Give the integration read access to satisfaction data in the PSA.
  3. For Halo, choose the matching Rating scale. Autotask surveys are always rated 1 to 5.
  4. Make sure companies are linked and related tickets are synchronized. Feedback appears in company-scoped results only after that.
Imported surveys are named Halo PSA satisfaction and Autotask PSA satisfaction. Autotask responses carry ratings only, because Autotask does not expose free-text answers. Follow Halo native CSAT setup or Autotask native CSAT setup for the full steps. Company users should ask their MSP to check the import and CSAT access if responses are missing.

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Troubleshooting

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Frequently asked questions

No. It is the percentage of responses scored satisfied. Each response keeps its original rating and scale.
Neutral responses also count in the total. Score Distribution shows all three groups.
No. It defaults to the last 90 days. Check the dates in the file.
No. Display settings do not change what an authorized export contains.
No. Reading the dashboard does not send a reply, post a public review or publish a testimonial.