When a response is wrong or shouldn't be there at all, you can usually fix it yourself. And if you delete one by mistake, just ask us and we'll bring it back.
Change the rating on a response
A bad rating next to a comment thanking the agent usually means the customer picked the wrong end of the scale. To change the rating, you'll need the Edit ratings permission.
Open the response from the Feedback page.
In the Response panel on the left, select the pencil next to Metric answer value.
Choose the new rating in Select choice.
Your scores recalculate right away. Sentiment changes too: a CSAT response changed from 4 to 3 goes from Positive to Neutral. The response's date now shows (edited).
Changing a rating also re-runs the response's integrations, which update the note, comment or satisfaction value on the helpdesk ticket. If the ticket is closed, it may keep the old rating.
Reassign a response to a different team member
A response's team member is usually the agent on the ticket. It's who gets credit for the response in leaderboards and per-agent reports. If that's the wrong person, you can reassign it.
Reassigning only changes Simplesat. Your helpdesk keeps its own assignee. You'll still see it on the response as a read-only detail, like Zendesk Assignee. If you want the two to match, change the assignee in your helpdesk too.
Anyone with the Edit team members permission can reassign it:
Open the response.
In the Ticket panel, select the pencil next to Team member.
Choose the right person in Select team member.
Corrections we make for you
Some corrections aren't in the app, but we can make them for you:
Change which customer a response is attached to, or correct their email address.
Move a response to a different survey.
Send us the response's link and the correct value, and we'll make the change without deleting anything. You can also change the customer yourself through the API.
Note: Nobody can edit comments or follow-up answers, not even us. To remove a comment, delete the response it's on.
Delete a response
Delete test and junk responses so they don't skew your scores. This takes the Delete responses permission, which covers deleting in bulk too.
Open the response.
Select the three dots at the top right, then Delete.
Confirm with Delete response.
Once it's deleted:
The response is removed from your feedback list, dashboards, reports and exports right away, and your scores recalculate.
Your monthly response count doesn't go down. Responses count once, when they arrive.
Anything an integration already wrote to the helpdesk ticket stays there.
Note: Deleting doesn't send an event or webhook. The API stops returning the response but doesn't mark it as deleted. Tools connected through the API drop it at their next full sync.
Delete several responses at once
To clear out a batch, like a round of test responses, select them in a view and delete them together. Responses only have checkboxes in a view with the Table layout and Display answers as set to Columns.
If you don't have a view like that yet:
Open a view's ellipsis menu and select Edit view.
Set Layout to Table.
Set Display answers as to Columns.
In that view:
Select the checkbox on each response you want to delete, or the header checkbox to select every response on the page.
Select Delete above the table, next to the selected count, and confirm.
Heads up: A view loads 50 responses at a time, and the selection only covers the ones that have loaded.
For a larger set, contact us. We can delete by import tag, survey, date and time window, or IP address. If the responses came from a CSV import, they already share a tag with the import's date and time, like CSV Import - 2026-08-14 07:07:57 UTC. Send us the tag.
Get a deleted response back
We can restore a deleted response, or a whole batch you deleted at once. You can't do it from the app. Contact us with the ticket ID or the customer's email, and roughly when it was deleted.
If you need responses removed permanently, contact us with the ones to delete.
Notes and events
At the bottom of every response, Notes and events records a changed answer, a changed team member, and the customer answering or re-answering. Each entry has the person's name and the time. Check it when a rating or team member changed and you don't know who did it.
To see who deleted a response, or a batch of them, check audit logs. You can also ask us, and we'll look it up.
Troubleshooting
I changed the rating but my helpdesk still shows the old one
The ticket is probably closed. Zendesk and most other helpdesks don't allow changes to closed tickets. The update fails on their side, and Simplesat doesn't show an error.
The rating in Simplesat is correct, and it's the one your reports use. If the ticket is still open, send us the ticket. We'll check the sync and run it again.
I can't see the pencil, or there's no Delete option
Your role is missing a permission. Changing a rating needs Edit ratings, reassigning needs Edit team members, and deleting needs Delete responses. Owners, Admins and Managers have all three, and custom roles can include any of them. An Owner or Admin can make the change for you, or change your role.
The person I need isn't in the team member list
The list only shows existing team members. Create the team member first, using the steps in Managing team members. Then reassign the response.
The rating on a response changed and nobody on my team touched it
The customer most likely changed it. Customers can answer again from their original survey link, and that changes the response they already sent. You'll see the re-answer in Notes and events.
To limit this, open the survey's Expiration settings and turn on Lock responses from being updated. Then set how many hours, days, weeks or months customers have to change a response after it comes in. The lock applies to responses created after you turn it on.
The recorded rating doesn't match the follow-up question the customer was shown
The customer gave a rating, saw the follow-up question for it, and then changed their answer. The follow-up still belongs to their original rating.
A response has disappeared
First check whether it changed instead. If the customer answered again, the response is still there with a different rating. If it was deleted, contact us. We can restore it and tell you who deleted it.
I deleted a batch of responses and my usage didn't drop
That's expected. Usage counts each response when it arrives, and deleting it later doesn't give that back.
FAQ
Can I edit a customer's comment?
No, nobody can. Deleting the response removes it.
Will changing a rating change my scores?
Yes, right away, and the response's sentiment changes with it.
Can I change a group of neutral responses to positive in one go?
Not in the app. You can do it through the API, or contact us and we'll do it.
Can I delete all my test data at once?
Yes. Select the responses in a Table view with answers shown as Columns, or contact us with what they have in common, like an import tag or a survey.
Is a deleted response gone for good?
No, we can restore it. If you need it removed permanently, contact us.
Can I see who deleted a response?
Yes, in audit logs, or ask us and we'll look it up.
Can a customer change their own answer after submitting it?
Yes, from their survey link. If the survey locks responses, they can only change it within the window you set. Their new answer replaces the old one.
Does deleting feedback free up my monthly response allowance?
No. Responses count when they arrive, whether or not you delete them later.