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CSAT survey sent automatically when a ticket is closed

One of 565 written HubSpot workflow specs, by a collective of independent HubSpot consultants.

Professional

Seat pricing: Professional edition. To build it, a GTM Seat or an Ops Seat (an Ops Seat cannot create marketing emails or sequences). Per-hub plans: Service Hub Professional.

Ticket5 stepsUpdated for HubSpot seat pricing
OutcomeEvery closed ticket automatically triggers a one-question satisfaction survey to the requester, without a rep remembering to send it.
Workflow maptickets-sla-004
Ticket status = Closed, not spam/test, not sent before leads to Wait 1 hour. Wait 1 hour leads to Still closed?. Still closed? leads to yes: Send CSAT survey to requester; no, reopened: Skip - reopen workflow takes over. Send CSAT survey to requester leads to Set Survey sent date. yes no, reopened Ticket status = Closed, not spam/test, not sent before Wait 1 hour Still closed? Send CSAT survey to requester Skip - reopen workflow takes over Set Survey sent date
Ticket status = Closed, not spam/test, not sent before leads to Wait 1 hour. Wait 1 hour leads to Still closed?. Still closed? leads to yes: Send CSAT survey to requester; no, reopened: Skip - reopen workflow takes over. Send CSAT survey to requester leads to Set Survey sent date. yes no, reopened Ticket status = Closed, not spam/test, not sent before Wait 1 hour Still closed? Send CSAT survey to requester Skip - reopen workflow takes over Set Survey sent date

When to use it, when not to

Use it

  • Use it when you want consistent feedback coverage on every closed ticket rather than ad hoc requests from reps.
  • Use it when the goal is a running CSAT score per rep, per pipeline, or per ticket category.
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Skip it

  • Do not use it on tickets closed as spam, duplicate, or test tickets; exclude those with a ticket status/category filter, see Enrollment.
  • Do not send more than one survey to the same contact in a short window if they have several tickets closing close together; add the fatigue guard from tickets-sla-038 if that overlap is common in your volume.
Read more on when to skip itShow less

The rest of this spec

Prerequisites · 5 items

Every property with its label, internal name, type and options, plus the assets the workflow needs.

Enrollment · 4 parts

The trigger, the criteria as ticked in the UI, the re-enrollment rule and the suppression list.

Steps · 5 numbered actions

Each action in order with its parameters, branches and delays.

Known pitfalls · 5

Traps seen in production, each with what breaks and what to do instead.

Test plan and UAT script · 3 cases, 3 variants

How to prove it works in a test portal, one case per branch, and a sign-off sheet.

Files · PDF, Markdown, JSON, CSV

The properties JSON creates the fields in one call. The workflow JSON documents the build.

Install · 1 click, switched off

The installer creates the properties and the workflow, switched off, then opens a task for what it cannot create. Nothing is deleted, enabled or enrolled.

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