Customer CSAT survey analysis

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Regular Contributor

Hi all, 


I want to send CSAT survey based on tickets.

 

Logic:
The ticket is solved, for example through 24h -> send a CSAT questionnaire.

Is there a way how to track which ticket triggered action? And further how to track responses corelated with tickets? 

From what I see I can track only contact owner, and in our case the contact owner is not always the same as the ticket owner. 

 

Kasia 

3 Replies 3
Community Manager

Hi @Kasiek,

 

Have you considered using a workflow in association with the CSAT survey? There could be a way to set a property through a workflow that would at least cross reference that there had been a survey sent on the ticket/contact record around the time the ticket was closed. 

 

@MatthewShepherd@picwillsmith@HubSpotMaster do you have any suggestions for how to use workflows to solve this issue? 

 

Thank you,
Jenny


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Regular Contributor

Hi @jennysowyrda !


thank you for your response. 

 

Yep I tried that option, but unfortunately, it never gives 100% confidence. 
CSAT is one of agents KPIs so it must be infallible.

 

 

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Occasional Contributor

I'd also be interested in seeing this

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