topic Re: Support Survey - exclusion / conditional send in Customer Feedback Tool

Support Survey - exclusion / conditional send

James-Preseem — Thu, 17 Sep 2020 20:54:53 GMT

We are attempting to implement a support survey for our technical support tickets. Unfortunately I find myself contending with some limitations.

What I would like to do:

When a support ticket closes, I would like to send the contact a survey to ask them about their experience. However, I would like to have some control over if and when the survey is sent, what the survey asks, and the flexibility to have different surveys based on different pipelines.

I would like to have the ability to control the content of the question that is being asked with the support survey.
Different questions for different types of tickets/pipelines.
Suppress the sending of a survey based on some criteria other than whether it is in the specific pipeline
- Based on a different close status
- Based on a specific field being set or being blank
- Based on something other than pipeline = x and status = (type=closed)

Unfortunately I cannot do these things due to the following limitations with the customer support survey.

There can be only one....support survey that is. There is no way to have more than one support survey, so the support survey has to be the same for all pipelines, ticket types, etc...sales, billing, support, etc...etc...
There is no way to change the content of the customer support survey ( I realize that a CSAT survey can be used....but that has its own limitations).
There is no way to differentiate one "Closed" status from another. In theory, having a status called "Closed without survey" that would not send a the survey would make it possible, but there is no way to define a particular "closed" status for the survey. Any status that has the open/closed type = "Closed" is considered closed will trigger the sending of the survey.

CSAT Survey vs. Customer Support Survey:

Customer statisfaction survey provides more flexibility than the support survey in that you can have multiple CSAT Surveys. However the CSAT survey is based on a list of recipients that is generated based on a query of many different selection criteria, but not based on the status of a specific ticket or events that affect specific tickets. So CSAT gives me the ability to change somethings about the survey, but not trigger the survey based on an event for a specific ticket.

I am sure that I am not the only person using this product that has these challenges. I am very interested in how you may have approached these limitations and if you found a way to work around them.

Thank you

James Roberts

Re: Support Survey - exclusion / conditional send

sharonlicari — Fri, 18 Sep 2020 11:21:48 GMT

Hey @James-Preseem

Thank you for your information, I think this is great feedback, our Product Manager for Feedback here at HubSpot @Tom is working on understanding ways of improving reporting in feedback survey tools. Help us with your responses and we will get in touch with some of you to know more in detail based on your responses on the survey.

Survey Link

Being said that, I'll tag a few experts to see if they have found a different way to achieve this.

Hey @Bryantworks @StefaniUAT @Josh any thoughts you'd like to share with @James-Preseem?

Thank you & Happy Friday!

Sharon

Re: Support Survey - exclusion / conditional send

MatthewBoyd — Mon, 07 Dec 2020 21:07:35 GMT

Hey @sharonlicari & @James-Preseem,

If there was an "Enroll in Feedback Survey" function to a Ticket Based Workflows, this would allow us to leave the 'Recipients' field blank in the survey itself and create multiple different surveys that we could utilise with If/Then branches in a workflow OR multiple workflows for enrollments dependent on how many outcomes we really want.

I know this is probably a pretty big change but I feel it would really help customise and more importantly, personalise the overall customer experience.

Thoughts?

Re: Support Survey - exclusion / conditional send

AFiederling — Fri, 15 Jan 2021 14:23:32 GMT

I totally agree with everyone here and I think it would really help to have more than just that one Customer Support Survey and also to "customize" the questions being asked.

Re: Support Survey - exclusion / conditional send

James-Preseem — Fri, 15 Jan 2021 15:31:01 GMT

The recent addition of the "Custom" Survey is a step in the right direction. It does give more flexibility in customizing the details of the survey. It still has the issue of being able to send it out based on a ticket event, but its a start.

As @MatthewBoyd mentioned in an earlier post, having a workflow option for survey would be a gigantic help in this respect. Another option would be to have the ability send a survey based on an active list rather than just a static list.

In either case, the incremental steps taken so far are progress but they still fall short of being able to add some measure of control to when a CES survey is sent. Which is simultaneously frustrating and disappointing. Given the functionality available in workflows etc...this should be completely possible today. I have no idea why it is not.

James

Re: Support Survey - exclusion / conditional send

ErikHanley — Wed, 24 Mar 2021 12:56:42 GMT

Hi,

Is there any plans to have a conditions management interface for surveys? If yes, is there a planned date to see those features?

Regards,

Erik

Re: Support Survey - exclusion / conditional send

HubSpotMaster — Wed, 07 Apr 2021 02:10:44 GMT

Support all of these use cases noted in the original post.

@Tom are there any updates on these features on the roadmap?

Re: Support Survey - exclusion / conditional send

Tom — Wed, 07 Apr 2021 15:46:35 GMT

Hi all! Thanks for tagging us in here. Sorry for the delay in response time.

I'm going to bring up the automation and ticket specific requests with our team. Full transparency no this is not currently on our roadmap but I can definitely see how this is something that would be incredibly useful so I would like to start a conversation about it.

Regarding the issue "There can be only one....support survey that is. There is no way to have more than one support survey, so the support survey has to be the same for all pipelines, ticket types, etc...sales, billing, support, etc...etc..."

This is something we're currently working on rolling out. We have a few other priorities at the moment which we need to focus on but we are hoping to have this available this year.

Tagging in the current senior PM on feedback @SabariRam for more context here.

Re: Support Survey - exclusion / conditional send

HubSpotMaster — Thu, 08 Apr 2021 13:58:48 GMT

Thank you for the updates

Re: Support Survey - exclusion / conditional send

bdermoum — Mon, 14 Nov 2022 15:34:12 GMT

Is there any news on this. This is incredibly limitating, we can't survey our customer because we need an exclusion list. Not all closed tickets need to receive a survey, it is almost imperative they don't receive it (auto messages for instance)

Re: Support Survey - exclusion / conditional send

MrD — Mon, 03 Jul 2023 18:13:38 GMT

Not a fan of having to do this, but we a workaround. We created a new pipeline that doesn't have a survey associated with it. We'll move support tickets into this pipeline and then close them so they don't send out a survey. Conditional surveys would be very helpful.

Re: Support Survey - exclusion / conditional send

Jazzmin — Thu, 26 Sep 2024 09:30:04 GMT

We have the very same use case. I don't want the support agents to have to remove contacts or switch pipeline in order to exclude certain tickets from receiving a CES, as this is not only extra effort on their end, but also the risk of overseeing to supress is high. Woudl love to see a way to exclude users (eg with list)

Re: Support Survey - exclusion / conditional send

SFyrand — Fri, 01 Nov 2024 14:38:56 GMT

Any update on this? We would also like to make it conditional depending on what stage the ticket is closed in.

Re: Support Survey - exclusion / conditional send

Monjogard — Wed, 07 May 2025 07:21:45 GMT

Any updates on this? Filtering who gets a customer support feedback survey is quite crucial for our team. Especially the internal tickets. SHouldn't be that of a difficult update since this is a feature for all other surveys?

Re: Support Survey - exclusion / conditional send

Monjogard — Wed, 07 May 2025 07:22:47 GMT

That is possible, you can select what clsoed stages that will trigger the survey now. I just want to avoid having too many steps in the pipeline.

Re: Support Survey - exclusion / conditional send

James-Preseem — Wed, 07 May 2025 14:11:33 GMT

I assume by stage you are referring to the specific status that is selected when the ticket is closed?

My intent when I originally posted this was to request control over what tickets would generate a support survey. Control that is based on specific ticket metadata...

For example, In my case I have a single support pipeline that is used for both reactive tickets (customer initiated: source = Phone, Chat, Email) and proactive tickets (Internal created tickets: source = Engineering, Customer Success, Alerts).

We have a series of monitoring systems that monitor the health of customer systems that can generate various alerts that tell us when ther might be a problem. When an alert is generated, we would create a ticket to investigate. In some cases we might contact the customer directly, but in many cases we don't contact them directly because the issue is outside of their environment. So in many cases we have a proactive ticket that we create, action, and then close without ever talking to the customer directly. In cases like that we would not want to send that customer a survey.

Again the original intent was request a more workflow centric process for deciding which tickets would generate a survey and which ones didn't.

To me the ability to select which status generates survey is an improvement, but it still requires the ticket to be closed with a specific status....Or does it....

In theory, you could put the ticket into a simple closed status. You could then enrole the ticket into a workflow that decided whether or not to trigger a survey or not, based on results of that workflow you could then change the status to one of two secondary closed statuses. Closed (no survey) or Closed (send survey), where Closed (send survey) is the status that triggers the sending of the CES survey. The workflow could then set a property on the ticket that would prevent it from re-enrolling if it was unexpectedly reopened in the future.

Just a thought.

Re: Support Survey - exclusion / conditional send

Claire-Raymond — Fri, 20 Mar 2026 01:56:08 GMT

This one is marked as having an accepted solution, but it's still not solved.

The only option for ticket-based survey automation is the ticket status.

We are in the same situation - needing to exclude tickets are are closed due to no response from contact, from triggering the survey send. Ideally we'd be able to add an exclusion critieria based on ticket resolution category... or even if we could use list/segment membership, we could apply the criteria there.

Agree with others, that we don't want to have to add another pipeline stage for 'closed - no survey' just to eliminate the issue... but may have to do that for now.

Re: Support Survey - exclusion / conditional send

BérangèreL — Fri, 20 Mar 2026 10:40:00 GMT

Hey @Claire-Raymond and Happy Friday!

You’re absolutely right, currently, ticket-based CES surveys can only be triggered based on pipeline and ticket status.

Directly adding extra conditions like resolution category or list membership isn’t possible in that setup.

That’s why your workaround is a great choice: by creating separate closed statuses (like “Closed – Resolved (survey)” or “Closed – No response”), you can control when the survey is sent.

If you’re on Service Hub Professional or Enterprise and want even more control, you can use a custom survey with Workflows.

This way, you can set up surveys to send only when specific ticket properties or list memberships are met, no extra statuses needed.

I completely understand the desire for a native exclusion option in CES surveys. I encourage you to add your use case in the Ideas forum so our team can consider it for future updates.

Thank you for your thoughtful feedback!
Bérangère

This post was created with the assistance of AI tools

Re: Support Survey - exclusion / conditional send

Monjogard — Fri, 20 Mar 2026 11:46:41 GMT

Thanks for the reply. There is already an Idea for this (4 years old) and I
hope you can get to fixing this. Since filtering is available for all other
survey types, I don't see why it would be a big one to adjust. Additional
pipeline stages/statuses just clutter and add unnecessary complexity.

Link to Idea:
https://community.hubspot.com/t5/HubSpot-Ideas/More-Filtering-on-CES-Surveys/idi-p/705952