Why did my CSAT score change in Freshdesk?
The Freshdesk help pages give 3 common reasons. The first to rule out: CSAT is the share of answers that were positive, so more neutral answers can lower it even when negative answers do not rise.
What causes it?
CSAT is the share of answers that were positive, so more neutral answers can lower it even when negative answers do not rise.
In the Freshdesk help:
It refers to the percentage of customers that picked a positive answer to the survey question sent at the conclusion of an agent-customer interaction.
Customer Satisfaction Survey Report in Analytics : Freshdesk Support, read 2026-11-12.When surveys are on, customers can also rate a closed ticket from the customer portal.
In the Freshdesk help:
If you have enabled the satisfaction surveys, the customers would also have the ability to rate the closed ticket from the customer portal itself.
I haven't sent out the survey to the customer but still there seems to a rating on the ticket. How is this possible? : Freshdesk Support, read 2026-11-12.Tickets raised by one of your own agents on the helpdesk get no survey.
In the Freshdesk help:
The survey will also not be sent on tickets where the requester of the ticket is also an agent on the helpdesk
Why the customer satisfaction surveys are not being sent? : Freshdesk Support, read 2026-11-12.
How do I check it myself?
Look at how answers split between positive, neutral and negative, not only at the overall score.
In the Freshdesk help:
The 'Overall support experience' and 'Results by choices' widgets group the responses into 3 buckets - positive, neutral, and negative.
Customer Satisfaction Survey Report in Analytics : Freshdesk Support, read 2026-11-12.Open the tickets behind the ratings and read the comments customers left, to see what changed.
In the Freshdesk help:
Use the 'Show Tabular data' accordion to drill down to the tickets to view the comments received as part of the CSAT rating.
Customer Satisfaction Survey Report in Analytics : Freshdesk Support, read 2026-11-12.
How does Freshdesk work with Feder?
- Connect Freshdesk to Feder and it joins your Experience apps.
- When you connect Freshdesk, Feder checks the connection straight away and shows Connected only when that check passes. If a reading cannot be taken later, Feder shows it as not read, never as zero.
Some numbers are too quiet to judge daily, such as a form filled in a few times a week. Until there is enough of your own history to judge a change, Feder says it is still learning and scores nothing, rather than guessing.
See whether you can trust the numbers in Freshdesk, one of your Experience apps. Feder only reads. It never changes anything in Freshdesk.
What else goes wrong with these numbers?
- Why did my average first response time jump in Freshdesk?Freshdesk
- Why did Freshdesk resolution time change for a past period?Freshdesk
- Why did Google Analytics stop collecting data?Google Analytics
- Why aren't my key events showing in Google Analytics?Google Analytics
- Why does Google Analytics show (not set)?Google Analytics
See every question.
Where do these answers come from?
Every cause and check on this page comes from the Freshdesk help pages, quoted above with the date we read them. Last reviewed 2026-11-12. We read them again by 2027-11-12. If one changes, this page changes or comes down.