topic Re: Reply to Feedback Responses via Help Desk in Customer Feedback Tool

Reply to Feedback Responses via Help Desk

cherryd — Tue, 17 Dec 2024 15:47:01 GMT

The only way to reply to a Customer Satisfaction Survey (CSAT) is through a connected inbox via conversations. Would like to respond via help desk to open tickets for less satisfied responses.

Re: Reply to Feedback Responses via Help Desk

PamCotton — Tue, 17 Dec 2024 22:57:18 GMT

Hey @cherryd, thank you for posting in our Community!

In HubSpot, the only way to reply to Customer Satisfaction Survey (CSAT) feedback is through a connected inbox within the Conversations tool. At the moment, it's not possible to respond directly via the help desk by opening tickets for less satisfied responses.

I highly recommend that you post this idea on our ideas forum (here).

Kindly,

Pam

Re: Reply to Feedback Responses via Help Desk

norismat — Mon, 06 Oct 2025 14:13:33 GMT

THIS is a BIG issue for us.
We have made massive effort to move all our comm to Helpdesk, to then find out we can't use it to answer feedback.
Generating a new email ONLY to be connected to Shared INbox in order to reply to surveys...and then having to patrol the inbox in case someone answers.... it is not the right way.

This is a blocker for us.

Re: Reply to Feedback Responses via Help Desk

chighsmith — Mon, 06 Oct 2025 21:56:45 GMT

Hi @norismat,

Thank you for sharing your experience and for putting in the effort to centralize communications through Helpdesk.

Your feedback is incredibly valuable. While Helpdesk currently doesn’t support replying to survey feedback the way you need, I definitely encourage you to post this as an idea in the HubSpot Ideas Forum. Sharing your use case and the pain points you’re experiencing helps bring visibility to our product experts and can directly influence future improvements.

Thank you again for your candid feedback. If you have any workarounds or tips you’ve found helpful, please feel free to share them as well!

Cassie, Community Manager