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NPS survey sent N days after ticket resolution

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
OutcomeA set number of days after a ticket closes, the requester gets a short NPS survey, giving a relationship-level signal that is separate from the immediate reaction a CSAT survey captures.
Workflow maptickets-sla-010
Ticket status = Closed, not spam/test, contact not surveyed recently leads to Wait N days. Wait N days leads to Still closed?. Still closed? leads to yes: Send NPS survey to requester; no, reopened: Skip - reopen workflow takes over. Send NPS survey to requester leads to Set NPS last sent date on contact. yes no, reopened Ticket status = Closed, not spam/test, contact not surveyed recently Wait N days Still closed? Send NPS survey to requester Skip - reopen workflow takes over Set NPS last sent date on contact
Ticket status = Closed, not spam/test, contact not surveyed recently leads to Wait N days. Wait N days leads to Still closed?. Still closed? leads to yes: Send NPS survey to requester; no, reopened: Skip - reopen workflow takes over. Send NPS survey to requester leads to Set NPS last sent date on contact. yes no, reopened Ticket status = Closed, not spam/test, contact not surveyed recently Wait N days Still closed? Send NPS survey to requester Skip - reopen workflow takes over Set NPS last sent date on contact

When to use it, when not to

Use it

  • Use it alongside CSAT (tickets-sla-004) when you want a longer-horizon relationship health signal, not just "how did this one interaction go."
  • Use it with a fatigue guard for contacts who close several tickets close together; NPS is meant to sample sentiment periodically, not fire on every close.
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Skip it

  • Do not send NPS on every single ticket close for a customer with frequent tickets; gate it, see Prerequisites and tickets-sla-039.
  • Do not use it as your only account-health signal; pair it with usage or product data where available.
Read more on when to skip itShow less

The rest of this spec

Prerequisites · 4 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 · 4

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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FreeRound-robin ticket assignment by team/queueTicket12 steps CSAT survey sent automatically when a ticket is closedTicket5 steps CSAT survey fatigue guard: suppress repeat survey within X daysTicket4 steps Ticket priority auto-set from source and keyword matchTicket8 steps

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