Who Gets the CSAT Score When a Ticket Has Multiple Techs?

Attribute the score to whoever owned the ticket at close — the resource in the "Assigned Resource" field when the status changed to Complete — and then layer in a secondary rule for tickets that got escalated or reassigned more than once. That's the short answer. The longer answer is that a single attribution rule will always be wrong for some slice of your tickets, so the goal isn't perfect fairness, it's a rule that's transparent enough that your techs trust it and stop arguing about it.

Why this comes up

It comes up because per-technician CSAT reporting looks clean in a dashboard and messy in reality. A level-1 tech triages and reassigns, a level-2 tech does the actual fix, and sometimes a third person reopens the ticket a week later because the "fix" didn't hold. The client's survey response — one rating, one comment — lands on whichever technician happens to be tied to the ticket in your PSA at the moment it closes. If you're using that number to run scorecards, bonuses, or coaching conversations, that single point of attribution can quietly reward or punish the wrong person.

The default Autotask behavior, and its blind spot

Autotask ties the CSAT survey response back to the ticket, and most reporting pulls the "Assigned Resource" or primary resource on that ticket at time of completion. That's a reasonable default for the 70–80% of tickets that only ever touch one technician. The blind spot is the remaining 20–30%: tickets with a dispatcher-to-tech handoff, an L1-to-L2 escalation, or a reopen-and-reassign cycle. On those tickets, the technician who gets the CSAT credit (good or bad) is often the one who happened to close the ticket, not the one who did the majority of the work — or caused the client's frustration in the first place.

This matters more than it sounds like it should, because a technician closing 50 tickets with 60% CSAT and 40% escalation rate is underperforming one closing 30 tickets with 95% CSAT and 10% escalation