Used For

• +**Your customers disappear after support interactions with no feedback** → Automated surveys catch satisfaction scores before they churn
• +**You can't tell which agents need coaching or deserve raises** → Real-time leaderboards show who's crushing it and who's struggling
• +**Bad experiences turn into surprise cancellations months later** → Immediate alerts when someone rates their experience poorly
• +Integrates directly with your helpdesk — surveys trigger automatically when tickets close
• +Export all the data to spreadsheets for executive reports without manual survey chasing

Best For

• >Your support team is flying blind — no idea if customers are happy until they cancel
• >You need agent performance data that's more useful than 'tickets closed per day'
• >Silent customers are leaving and you only hear from the really angry ones

Not For

• -Solo support people or tiny teams — leaderboards are meaningless with 3 people and 20 tickets per month
• -Companies without a proper helpdesk system — this needs Zendesk, Intercom, or similar to work properly
• -Anyone wanting deep survey customization — it's built for quick one-click ratings, not 15-question feedback forms

Pairs With

• *Zendesk (where the magic happens — ratings appear as ticket comments and trigger follow-up workflows)
• *Help Scout (syncs customer data and adds survey responses directly to conversation history)
• *Slack (where your team gets pinged immediately when someone leaves a 1-star rating)
• *Intercom (for the actual follow-up conversations when surveys reveal unhappy customers)
• *Excel (where you'll export all this data for monthly executive reports)
• *Front (integrates seamlessly to show ratings alongside email conversations)

The Catch

• !You need decent ticket volume to make the insights meaningful — under 100 tickets per month and you're paying for fancy dashboards with no data
• !The real-time notifications aren't always real-time — some users report delays in getting alerts about bad ratings
• !Works great for measuring satisfaction but won't tell you why customers are unhappy — you still need to do the detective work

Bottom Line

Finally, a way to know if your support team is fixing problems or creating them.