HubSpot Ideas

Eleven11

Better Associations for Custom Surveys (associate with tickets/etc.)

Custom surveys are great. That's a step in the right direction. However, feedback/surveys can't be associated with tickets (manually or automated). Only NPS surveys show up on the ticket in the Recent Feedback section in the assocations panel. This limits automation and makes it harder for our support team. Feedback workflows are also limited in enrollmenet criteria. 

Use case: We have a custom survey for cancellations that is triggered using the custom survey recipients criteria (email survery), but we want to run automation and change statuses on the ticket when the survey is complete. Right now there is no direct way to do that since the ticket workflow can't listen for survey responses to automatically change the status. It also makes reporting limited since you have to go off the contact association. 

18 Replies
CF715
Member

We have the same problem... I use a custom survey link for CSAT which is sent in an email at the point a support ticket is closed. The completed survey has no relation to the ticket which makes things very problematic as it's requires now a lot of manual digging to figure out which agent was responsible for the survey result. 

 

CWeissteiner
Participant

I have a bit of a different problem, but I think it's headed in the same direction. We have multiple high end products where we need to get a lot of information from the customer to deliver our service. We standardized most of it using questionaires which we send to the customer. I would like to migrate this to HubSpot surveys, but I can't associate a completed survey to a specific deal of the contact, at least I didn't find a way yet. 

Eleven11
Top Contributor

@CWeissteiner There isn't a way right now. It sounds like these properties should live on the deal though. 

GHorváth
Member

We have similar issue here - our custom survey's response is showing on the Submitter's Contact record, however is not assigned to the certain ticket.
For resolver performance assesment, there should be an option to also associate the respective feedback to the relevant ticket.

laurabren
Contributor

HubSpot - if a ticket triggers a survey, that feedback will still not be associated to the ticket that triggered it. What's more, they cannot even be manually associated. This really complicates reporting for anyone relying heavily on custom surveys. PLEASE fix this!

PvanZandwijk0
Member | Elite Partner

Glad we're not the only one experiencing this issue. Currently CES surveys are the only surveys that can be associated with a ticket. We got multiple questions we'd like to ask our customers when a ticket is closed, but the response can only be associated with the contact, which really complicates things. Would love to see this fixed. 

Marijke94
Participant

I totally agree with PvanZandwijk0. For us it is crucial to ask 2 questions. The feedback is about the ticket, so it should be associated with the ticket (and concerning ticket owner etc.). Would love to see this fixed as well! 

ACampbell44
Participant

Hi, yes we are having the same issues. 

So I have to either email every ticket in the pipeline the CES survey when its closed - this leads to multiple surveys when tickets reopen and no way to filter out certain tickets I dont want surveys for, i.e. spam, tickets in incorrect pipeline or problem keywords that infairly affect score. 

 

Or alternatively, use a custom survey or alternative form, but this does not associate with ticket, and therefore ticket owner. And then the data is very difficult to associate with the correct user. Especially as contacts will often have tickets open in different pipelines for different departments. 

 

Ideally we should be able to associate all feedback forms by ticket that triggered it, and have more filtering and unenrollment options, not just pipeline. 

 

MEffenberger
Participant

Several of our clients purchase from us on many occasions throughout the year. It would be great to get specific feedback for specific deals so we can understand how are clients are finding their buying journey with us.

TommasoSpagnoli
Participant

Same problem here.

CSAT can't be associated to tickets.
CES is associated to tickets but can't create filters on tickets. 

 

It becomes IMPOSSIBLE to send feedback on tickets.

RobC3
Member | Platinum Partner

Same, this issue has come up with many of our clients. We need the ability to associate CSATs with Tickets!

JHuisman8
Participant

CSAT cannot be associated with tickets, which is silly because that is the whole point of CSAT. 
CES would be a workaround, except you can't edit the question and the current question does not fit our use case. 
NPS is not something to use with tickets so I don't even know if they can or cannot be associated with tickets but either way, moot. 

Custom surveys cannot have the options in the body of the email so the response rate is significantly less. 

 

Bottom line is that current survey functionality in HubSpot is almost unusable for Customer Support. 

JHuisman8
Participant

So how is it that when I have a support ticket with HubSpot, I get this survey email after I close the ticket but HubSpot service does not have this functionality available? Is HubSpot using a third party tool for their support? Or is this something we can do? 

 

Hubspot Survey.png

JHuisman8
Participant

What is the status on getting usable CSAT surveys? It seems crazy that even HubSpot seems to have a solution to this for their support based on the image above but you don't have the functionality for Hubspot users to implement for their customers. When can we expect this to be resolved? 

Dennismd
Member | Diamond Partner

Is there any prediction that this functionality will be met? It would be very satisfying to be able to associate a personalized satisfaction survey with a ticket.

Jeroen18
Participant

We need this. Absolute no-brainer. What's the use of CSAT surveys if you can't use them on closed tickets (or re-enroll associated contacts)???

Matheeswaran
Member

We also facing the same trouble while reviewing Customer Feedback responses. we don't know for which ticket we received the response as there are no ticket ID details included in the report

MOB
Participant

We also require CSAT surveys to be associated with tickets.
Use Case: Our customers go through certain onboarding processes repeatedly for different app connections - the app they want to connect is stored as a ticket property. We want to send CSAT after each onboarding specific to that particular app. So we need the property stored on the ticket to insert personalisation tokens in the survey (e.g. you requested to connect <app name>....) and for better reporting. We cannot use contact properties for this.