Customer Feedback Tool

JanB
Member

CSAT Survey

SOLVE

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

 

1 Accepted solution
Lucila-Andimol
Solution
Thought Leader | Platinum Partner
Thought Leader | Platinum Partner

CSAT Survey

SOLVE

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....

Customer Support Survey Settings_Services_AndimolCustomer 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

María Lucila Abal | COO Andimol
HubSpot Expert, Community Champion & Certified Trainer (12+ years)

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7 Replies 7
rvzello
Contributor

CSAT Survey

SOLVE

@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).

 

rvzello_0-1627047233153.png

 

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

Jeroen18
Participant

CSAT Survey

SOLVE

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? 

 

0 Upvotes
Lucila-Andimol
Thought Leader | Platinum Partner
Thought Leader | Platinum Partner

CSAT Survey

SOLVE

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

https://knowledge.hubspot.com/customer-feedback/create-and-send-customer-satisfaction-surveys

 

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

María Lucila Abal | COO Andimol
HubSpot Expert, Community Champion & Certified Trainer (12+ years)

Have questions? Get answers:

Get Premium Support

Did my post help answer your question? Mark this as a solution.

AMunoz
Participant

CSAT Survey

SOLVE

@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. 

Lucila-Andimol
Solution
Thought Leader | Platinum Partner
Thought Leader | Platinum Partner

CSAT Survey

SOLVE

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....

Customer Support Survey Settings_Services_AndimolCustomer 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

María Lucila Abal | COO Andimol
HubSpot Expert, Community Champion & Certified Trainer (12+ years)

Have questions? Get answers:

Get Premium Support

Did my post help answer your question? Mark this as a solution.

rvzello
Contributor

CSAT Survey

SOLVE

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.

MDamron
Participant

CSAT Survey

SOLVE

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?

0 Upvotes