Note: This article applies to customers using Legacy CSAT who are considering or have upgraded to the new CSAT experience, either through the self-service opt-in upgrade or as part of an upgrade to Freshdesk Omni 2025.


TABLE OF CONTENTS

The New CSAT gives you a far more flexible, multi-channel, and insight-driven survey experience compared to the Legacy CSAT. It expands what you can measure, how you collect feedback, and the depth of insights you get—all while keeping your existing setup intact during upgrade.


What’s better in the New CSAT?

  1. More survey types & deeper questions
    Support driver questions, multiple question types, and customizable rating scales help you understand why customers feel the way they do—not just the score.
  2. Multiple surveys instead of just one
    Run different surveys for different teams, use cases, or channels. Legacy CSAT allowed only one active survey.
  3. Smarter collection across more channels
    Surveys can be delivered via email and the Portal in both Freshdesk and Freshdesk Omni. In Freshdesk Omni, surveys can also be sent through channels such as Web Chat, WhatsApp, Instagram DM, and Facebook Messenger, with native interactive experiences where supported.
  4. Better branding and multi-language controls
    Customize logos, colors, layout, and offer multilingual versions of the same survey—ensuring consistent, on-brand feedback collection everywhere. Click here for more information.
  5. Advanced flow control with Skip Logic
    Show only relevant follow-up questions based on customer responses. This keeps surveys shorter and boosts completion rates.
  6. Resolution Question as a built-in metric
    Know whether the issue was truly resolved—something the legacy module couldn’t track reliably.
  7. Stronger automation support
    Send surveys via ticket automations, conditional flows, or manually via agent replies—much more flexible than the legacy email-only trigger model.
  8. Powerful analytics & actionable insights
    A new CSAT Results report gives:
  • Positive/neutral/negative distribution
  • Response trends
  • CSAT vs activity & quality widgets
  • Agent- and group-level insights
  • Underlying response data

Legacy CSAT offered basic reporting with limited breakdowns.Better admin controls & guardrails
Survey statuses (Draft / Active / Paused), audit logs, link expiry controls, survey frequency limits, and agent-level permissions offer much tighter governance than before.


No impact on existing setup

Nothing about your current survey behavior breaks. This means:

  • Survey delivery rules remain the same
  • Linked workflows (automations, ticket status conditions, triggers) remain unchanged
  • Customers continue receiving surveys based on your configured events
  • Survey placeholders continue to work after the upgrade

Existing survey placeholders used in email notifications, automations, canned responses, and other touchpoints continue to work after the upgrade. During migration, legacy CSAT placeholders are automatically transitioned to the corresponding new CSAT survey placeholders, so no manual action is required.

If you add or modify survey placeholders after the upgrade, use the new CSAT placeholder insertion method available. This applies to all supported touchpoints, including email notifications, automations, and canned responses

You do not need to edit, rebuild, or reconfigure anything.

Analytics

After upgrading to the new CSAT experience, responses to legacy CSAT surveys that were sent before the upgrade will continue to be received and remain available in the following curated reports:

  • Satisfaction Survey Reports

  • Satisfaction Survey Results

These reports continue to track responses received for surveys sent before the upgrade.

Responses received for surveys sent after the upgrade are tracked separately in the following curated report:

  • Advanced CSAT Performance

During the transition period, the CSAT dashboard widget includes a dropdown that lets you switch between legacy CSAT responses and new CSAT responses. This helps you continue monitoring responses received for surveys sent before the upgrade while also tracking responses from surveys sent after the upgrade.

Legacy CSAT and New CSAT responses are tracked separately in both dashboards and analytics. When creating custom reports, use the metrics that correspond to the survey type you want to analyze:


For surveys sent before the upgrade (Legacy CSAT):

  • Use metrics such as Positive Surveys, Negative Surveys, and Survey Results.

  • These metrics track responses received for surveys sent through the Legacy CSAT module.

For surveys sent after the upgrade (New CSAT):

  • Use metrics such as Rating, Answered Surveys, and Unanswered Surveys.

  • These metrics track responses received for surveys sent through the New CSAT module.

You can also group or filter New CSAT responses by emotion for additional analysis.


APIs

Existing legacy CSAT APIs will continue to work as long as no changes are made to the current survey or configuration. If you modify an existing survey or its configuration, you must migrate to the new CSAT APIs. For more information, see the relevant developer documentation for the new CSAT APIs.


Survey migration and continuity

During the upgrade:

  • All your existing survey configurations are automatically ported
  • Active surveys continue sending without interruption
  • All previously sent surveys remain available for responses
  • No customer-facing experience changes

You continue receiving responses exactly as before.

Click here to know more about the Admin experience in new CSAT

Click here to know more about Agent and End-user experience in new CSAT