Review Notes help teams add internal context to CSAT responses so scores are interpreted correctly. They are designed for managers and leads who review CSAT data regularly and need more than just a rating and a short customer comment.
This guide explains when to use Review Notes, how to add them, and how they show up in reports and exports.
When to use Review Notes
Use Review Notes when the CSAT rating or feedback does not tell the full story.
Common examples:
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A low score caused by delivery delays or external dependencies
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A customer frustration unrelated to the support interaction itself
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A neutral or average score despite a well-handled conversation
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Repeated feedback patterns across similar issues or customers
Review Notes help separate support quality from situational factors, so teams do not draw the wrong conclusions from raw scores.
Who can see Review Notes
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Review Notes are internal-only
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They are visible to admins and people with report_manage access permission.
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Customers never see these notes
How to add a Review Note
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Go to Reports → CSAT
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Find the CSAT response you want to review
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Click on the response to view the rating and customer comment
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Add a Review Note below the CSAT feedback
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Save the note
You can update or refine Review Notes later as more context becomes available.
What to include in a Review Note
A good Review Note focuses on context and learning, not justification.
Examples of useful notes:
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Why the score may be lower or higher than expected
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External factors that influenced the customer’s perception
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Observations about timelines, communication gaps, or expectations
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Signals that point to a broader product or process issue
Avoid restating the customer’s comment. The goal is to capture internal insight that is not obvious from the feedback alone.
Using Review Notes in analysis
Review Notes are most effective when used consistently.
They help teams:
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Identify recurring themes across multiple CSAT responses
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Distinguish agent performance from systemic issues
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Prepare more accurate retrospectives and leadership reviews
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Make better decisions based on patterns, not isolated scores
Review Notes in exports
When exporting CSAT reports, Review Notes are included as an additional column in the export. This allows offline analysis, sharing with leadership, and long-term tracking.
Availability
Review Notes are available on:
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Cloud: Business and Enterprise plans
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Self-hosted: Available in all self-hosted paid plans
Review Notes are intentionally simple. They are meant to capture judgment and context where numbers fall short. As CSAT reporting evolves, Review Notes will continue to play a central role in making feedback actionable.