After resolving a ticket, the Support team sends an email to the user with a link to the satisfaction survey, so that they can evaluate the service received. This evaluation is completed within the VTEX environment.

Satisfaction surveys are available in the VTEX Admin, under Apps > Installed Apps > Satisfaction Survey. The page displays a search field to locate satisfaction surveys by ticket ID or subject and also provides access to the Help Center and Developer Portal.

Satisfaction surveys related to tickets are grouped into three categories:

• Pending review: Users have up to 27 business hours to review the service before the review expires. Weekends and bank holidays are not considered when calculating the deadline.
• Reviewed: Tickets that have already been reviewed by the user.
• Expired: Tickets for which the review period has expired.