There is much to debate on the merits of your new sat survey model. I had been listening in to Jamie on the original v5 demo, in which compelling arguments are made for the newer method, however, this model doesn't work for us. That said, neither does the integrated on in v4. We use Wufoo to produce a set of feedback, as well as plugging into a Net Promoter score. This has been easy enough with customisation of the survey template, dispatching the required URL (including a ticket ID for prepoulating the ticket field). I am however wondering what we can do in v5 world around this and it raise the following questions. This is to help us go beyond just the email dispatch, which is easy enough. Step 1: Dispatch email with relevant link to the survey, when performing the "Survey offer" process in v5. This would omit the v5 model, thus would not ask for GOOD, BAD. Step 2: Customer completes this as normal. However, I am also exploring if the following is possible. 1: Can a rating_status on a case be moved from "OFFERED" to "RECEIVED" via the API, other than by means of a rating being submitted? 2: Are RATING values only GOOD & BAD, or is there additional scope? In content, is their scope for a NEUTRAL rating? Whilst not vital and we could do without this, it would provide some element of reporting capability. I see it as working as follows. On completing of the Wufoo survey, a webhook is fired (Wufoo process). This would call a consumer on our platform. The consumer would do the first, or both of the following. 1: Move the rating_status to "RECEIVED" 2: Apply a GOOD, BAD, NEUTRAL status, based on the standard Net Promoter model (0-6, 7-8, 9-10). The first would allow us to easily imply receipt of a survey. The second would allow us to understand recent feedback at the customer level. As noted, neither is vital, as our current process will port over very easily, we just end up leaving cases in OFFERED state.