CSAT Survey

Service Hub Customer Feedback Tool
1

Hello,

I want to be able to auto send the CSAT survey when a ticket is set to closed, but it seems HS won’t allow me to re-enroll customers who have already been sent the survey. Ideally, I’d like to send to any contact who have a ticket set to closed providing they haven’t already received the survey in the last 30 days. Is this possible?

Thanks

2

hi @JanB hope you are doing well.

I think that what you are looking for

is the CES survey.

In this case you can send it automatically when a ticket is closed

You can configure this here…

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Customer Support Survey Settings_Services_Andimol

This kind of survey, will be send every time you close a ticket

because it’s about the ticket support qualification.

Of course if a contact fills up 8 tickets in a week or a month

will receive 8 surveys (1 for each ticket).

In the other kind of surveys, you can setup to be send

every month…or every 6 month…

Hope this helps

Let me know

3

Your responses suggest using a CES survey, which is different from CSAT. It would indeed be good to be able to automate CSAT, instead of CES, on ticket closing.

4

I have been having the same problem as this customer. Has there been any progress made on this issue since they posted it two years ago?

5

@Lucila-Andimol im having the same issue. Like Jan B Id like to send thge CSAT (Not CES) when a ticket is set to closed, providing they haven’t already received the survey in the last 30 days. Is this possible?
Id use CES but another team is using that survey and there doesnt seem to be a way for us to filter the survey results by inbox forcing us to use CSAT as a back up.

6

Hi @rvzello and @AMunoz hope your are doing great.

So here’s is a very complete article on how your can setup and send your CSAT

Of course if you want to automate any send/response feedback

you 'll need PRO licence.

You can create as many CSAT as you need (for different teams).

so try this and let us know how it goes

7

@AMunoz @JanB This is what I’ve used:

Step 1: create a contact field called Last Ticket Close Date.

Step 2: resurvey based on that field being known (which also means it will trigger when changed).

Step 3: create a ticket-based workflow that will update this field on the associated contact every time a ticket is closed.

8

Hi @rvzello,

Thanks for your very straightforward solution. Beautiful in its simplicity.

What I do not yet grasp, is do I prevent surveys being sent out to contacts that have been surveyd already but did not have a new ticket closed. They re-enroll in the survey based on the old closed ticket, right?

9

Same here, I don’t want to send a CES form, rather the CSAT form. We do have the Professional plan, but this is not possible with this plan either.

The CES form can’t be editted, and if I create a Custom form it doesn’t show up withing an email body. Which the CES and CSAT do. So I have to agree with everybody here.