Feedback Survey Not Sending

[OllyLD]

Hi All, 

So setting up automation in last few days this worked well but all of a sudden no changes were made but the surveys do not work. 

To explain how we have this set up:

So we have Support Pipeline, and a Feedback NL and Feedback UK Pipeline.

When a ticket is moved to Support/Closed a ticket a required property is selected either English/Dutch.

Once the ticket is in Support/Closed this then enters the Workflow to change the Pipeline to the correct Feedback (UK or NL).

This so far works fine, and until yesterday the next stage worked fine as well. The ticket has closed status and then Feedback surveys are sent in correct language. However this does not work anymore. Any ideas whats going on?

[jolle · Accepted solution]

Hey @OllyLD, thanks for reaching out! This is super weird.

Looking at the HubSpot Knowledge Base article on support surveys, there's some fine print worth calling out:

Please note: a customer support survey will be sent only once per ticket. For example, if a ticket is closed and then re-opened, an additional survey will not be sent once the ticket is closed again.

Is it possible that the tickets you've received over the last few days were previously closed, reopened, and then closed again? If so, it looks like HubSpot won't send the survey again.

And are you 100% certain that all tickets are in fact being moved to a "Closed" stage/status?

If you confirm both of those items and definitely haven't changed anything, I strongly recommend opening up a ticket with HubSpot Support so they can help you troubleshoot further.

Hope this helps!!

[OllyLD]

Not sure how that became accepted solution?

I got to  be the bottom of this. 

The issue was the first workflow sent a closed ticket from Support Pipeline to the corresponding language feedback pipeline which was in stage closed. So it went from Closed to Closed. This didntbthen trigger the survey. To over come this we sent to first stage as open then after a short delay to another stage which was closed. The survey was triggered from this 2nd stage.