Outcome. Every closed ticket automatically triggers a one-question satisfaction survey to the requester, without a rep remembering to send it.
Workflow mapEnrollment, branches and actions at a glance
flowchart TD
A[Ticket status = Closed, not spam/test, not sent before] --> B[Wait 1 hour]
B --> C{Still closed?}
C -->|yes| D[Send CSAT survey to requester]
D --> E[Set Survey sent date]
C -->|no, reopened| F[Skip - reopen workflow takes over]
When to use it / when not to
- 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.
- 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.
