CSAT Survey

SOLVE
JanB
Member

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

Accepted Solutions
Lucila-Andimol
Solution
Recognized Expert | Platinum Partner

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

linkedin

Maria Lucila Abal

Directora de Operaciones

Andimol

HubSpot #2 Power User Champion

+5491154749499
lucila@andimol.com
andimol.com
Aprende sobre HubSpot Conmigo

View solution in original post

5 Replies 5
Lucila-Andimol
Solution
Recognized Expert | Platinum Partner

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

linkedin

Maria Lucila Abal

Directora de Operaciones

Andimol

HubSpot #2 Power User Champion

+5491154749499
lucila@andimol.com
andimol.com
Aprende sobre HubSpot Conmigo

View solution in original post

rvzello
Contributor

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.

AMunoz
Participant

@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
Recognized Expert | Platinum Partner

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

linkedin

Maria Lucila Abal

Directora de Operaciones

Andimol

HubSpot #2 Power User Champion

+5491154749499
lucila@andimol.com
andimol.com
Aprende sobre HubSpot Conmigo
rvzello
Contributor

@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.