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Customer Effort Score (CES) survey sent 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 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 maptickets-sla-029
Ticket status = Closed, not spam/test, not sent before, priority Low or Medium leads to Wait 1 hour. Wait 1 hour leads to Still closed?. Still closed? leads to yes: Send CES survey to requester; no, reopened: Skip - reopen workflow takes over. Send CES survey to requester leads to Set ces_survey_sent_date. yes no, reopened Ticket status = Closed, not spam/test, not sent before, priority Low or Medium Wait 1 hour Still closed? Send CES survey to requester Skip - reopen workflow takes over Set ces_survey_sent_date
Ticket status = Closed, not spam/test, not sent before, priority Low or Medium leads to Wait 1 hour. Wait 1 hour leads to Still closed?. Still closed? leads to yes: Send CES survey to requester; no, reopened: Skip - reopen workflow takes over. Send CES survey to requester leads to Set ces_survey_sent_date. yes no, reopened Ticket status = Closed, not spam/test, not sent before, priority Low or Medium Wait 1 hour Still closed? Send CES survey to requester Skip - reopen workflow takes over Set ces_survey_ sent_date

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

When to use it, when not to

Use it

  • Use it alongside tickets-sla-004's CSAT survey if the team wants both "were you happy" and "was it easy" as separate, comparable metrics.
  • Use 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.
Read more on when to use itShow less

Skip it

  • Do 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.
  • Do not use it on tickets closed as spam, duplicate, or test.
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 · 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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