Outcome. A closed ticket triggers a one-question effort survey asking how easy the resolution felt, giving the team a signal CSAT alone does not capture: a customer can be satisfied with the outcome while still finding the process painful.
Workflow map
Enrollment, branches and actions at a glance
tickets-sla-029
flowchart TD
A[Ticket status = Closed, not spam/test, not sent before, priority Low or Medium] --> B[Wait 1 hour]
B --> C{Still closed?}
C -->|yes| D[Send CES survey to requester]
D --> E[Set ces_survey_sent_date]
C -->|no, reopened| F[Skip - reopen workflow takes over]
When to use it, when not to
- UseUse it alongside tickets-sla-004's CSAT survey if the team wants both "were you happy" and "was it easy" as separate, comparable metrics.
- UseUse it selectively rather than on every closed ticket if survey fatigue is a real concern; this fiche restricts the send to Low and Medium priority tickets by default, see Steps, on the reasoning that a customer who just went through an Urgent or High-priority issue has already had a stressful experience and may not need a second survey stacked on top of CSAT.
- SkipDo not use it if CSAT alone already answers the questions the team cares about; adding a second survey only makes sense if effort is being tracked as its own metric, not folded into a general satisfaction number.
- SkipDo not use it on tickets closed as spam, duplicate, or test.
The preview ends here. Six sections are in the library.
counted, not blurred
PrerequisitesEvery property with its label, internal name, type and options, plus the assets the workflow needs before you start.4 items
EnrollmentThe trigger, the criteria exactly as they are ticked in the UI, the re-enrollment rule and the suppression list.4 parts
StepsEach action in order with its parameters, its branches and its delays, written as you tick them.5 numbered actions
Known pitfallsTraps seen in production, each with what breaks and what to do instead.5 pitfalls
Test plan, variants and build specHow to prove it works in a test portal, where to look when it does not, the variants for other objects or tiers, and the YAML build spec.3 variants, 3 sections
FilesThe properties JSON creates the fields in one API call, the workflow JSON documents the build.PDF, Markdown, JSON
Install1 click. The installer creates the properties this spec declares and the workflow itself, switched off, then opens a task for the prerequisites that are assets rather than properties, such as a team, a static list or a marketing email. What it created is listed on the install page.1 click, switched off
Unlock the full library,
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or the tickets and sla pack, 39 EUR
One-time, excl. VAT. 30-day refund, no questions asked. Founding prices until 31 October, then 199 and 59 EUR. Includes every spec added later, up to the full 500, and the one-click installer on the full library. Building on client portals? The agency licence at 449 EUR covers unlimited client portals.
