SupportCandy Satisfaction Survey Addon
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About SupportCandy Satisfaction Survey Addon
Customers who don't complain in the ticket still have an opinion
In a support service, the customer who writes in usually has a problem, and once it's solved they leave without saying anything. If you judge your support only by the complaints that arrive, you don't know whether everyone else was happy, put up with it or left annoyed. SupportCandy Satisfaction Survey Addon collects that silent opinion when you close a ticket, with a gesture far smaller than filling in a form: clicking a rating.
It is an add-on for SupportCandy, so it is meant for those who already manage tickets in WordPress and want to know how they and their agents are doing.
From the closing email to the feedback page
The journey has few steps, and each has a reason:
- Survey email: it is sent to the customer after the number of days you set from the ticket closing. You can prepare several email templates.
- Rating links: the email includes options such as Terrible, Bad, Good or Excellent. One click is enough to leave a rating, and the customer doesn't have to type anything.
- Optional comment: after the click, the customer lands on a page where they can explain their rating in words, if they want to.
- Survey on close: if you enable it, the survey window appears as soon as the customer closes the ticket.
Separating the rating from the comment is a good idea: you get more ratings because they cost little, and comments come from those who really have something to say.
Where you see the ratings in SupportCandy Satisfaction Survey Addon
The plugin adds an admin menu called Customer Feedback, with all the feedback received and the option to filter it by rating. It is the fastest way to read only the worst ratings and understand what went wrong.
The rating and comment also appear in the widget of the ticket itself, so whoever reviews it sees the result next to the conversation. And in the ticket list you can filter by rating, which is useful for spotting patterns: which types of requests end badly or with which agents it repeats.
The ratings are yours
You can add, edit or delete ratings, so you don't have to stick with the default scale. Each one accepts its own confirmation text, shown when the customer submits their feedback. A thank-you for a high rating and an apology for a low one sound much better than the same message for everyone.
Deciding between measuring with this addon or going by feel
If you close few tickets a month, asking by hand may be enough. If you have several agents and volume, one rating per ticket gives you something comparable instead of an impression. Before deciding, keep in mind what it needs and what it doesn't do:
- It needs SupportCandy installed: it doesn't work on its own.
- It is a rating survey with an optional comment, not a long questionnaire builder.
- Check in the demo whether there are reports with charts or averages per agent; the list and the rating filters are there.
Do customers have to be logged in to rate?
Not necessarily: the customer responds from the links in the survey email.
Is the comment mandatory?
No, it is optional. The customer can leave just the rating.
Can I change the rating options?
Yes. You can add, edit or delete them, and write a different confirmation message for each one.
Can I ask right when the ticket is closed?
Yes, if you enable the survey window that appears when the customer closes the ticket. You can also send the email after the number of days you configure.
Topics
Version history
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3.2.8 Current 30 Sep 2026
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3.2.7 5 Sep 2026
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3.2.6 3 Aug 2026
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3.2.3 24 Mar 2026
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Frequently asked questions
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GPL (General Public License) is the license under which WordPress and most premium plugins/themes are distributed. It grants you the right to use, modify and redistribute the software in as many projects as you want, with no domain restrictions.
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Yes. With membership you get automatic updates via our GPLClub Updater plugin (installed on your WP, detects new versions and applies them). With individual purchase, you get one year of manual updates from your account.
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Depends on the plan. Monthly: 3 domains. Semi-annual: 7. Annual and Lifetime: 15. Individual purchase: 1 domain.
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GPLClub offers its own support for installation, configuration and compatibility. For direct support from the original author (feature requests, product-specific bugs), a license purchased from the author is required.
