Skip to content
The Workflow Library
Get the full library

CSAT survey fatigue guard: suppress repeat survey within X days

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.

4 steps
Per-hub plans: also Marketing Hub Professional

On per-hub plans, one of its steps belongs to another subscription: add to static list needs Marketing Hub Professional. Both are required to build it as written. On seat pricing the edition covers both.

Updated for HubSpot seat pricing
OutcomeA contact who closes several tickets in a short window gets asked for feedback once, not every single time, so response rates stay meaningful instead of dropping from survey fatigue.
Workflow maptickets-sla-039
Ticket status becomes Closed leads to last_csat_sent_date unknown or 14+ days ago?. last_csat_sent_date unknown or 14+ days ago? leads to yes: Send CSAT survey; no, sent recently: Skip survey, add to CSAT skipped list. Send CSAT survey leads to Set last_csat_sent_date = now. yes no, sent recently Ticket status becomes Closed last_csat_sent_date unknown or 14+ days ago? Send CSAT survey Skip survey, add to CSAT skipped list Set last_csat_sent_date = now
Ticket status becomes Closed leads to last_csat_sent_date unknown or 14+ days ago?. last_csat_sent_date unknown or 14+ days ago? leads to yes: Send CSAT survey; no, sent recently: Skip survey, add to CSAT skipped list. Send CSAT survey leads to Set last_csat_sent_date = now. yes no, sent recently Ticket status becomes Closed last_csat_sent_date unknown or 14+ days ago? Send CSAT survey Skip survey, add to CSAT skipped list Set last_csat_sent_ date = now

When to use it, when not to

Use it

  • Use it once tickets-sla-004's CSAT-on-close survey is live and the contact base includes people who open multiple tickets close together, for example during an onboarding period or an incident affecting several small issues at once.
  • Use it when survey response rate is a metric the team actually watches; fatigue-driven non-response quietly lowers response rate and biases the responses you do get toward people who did not mind answering twice.
Read more on when to use itShow less

Skip it

  • Do not use it if most contacts only ever open one ticket in their lifetime; the suppression logic adds complexity for a scenario that barely occurs.
  • Do not use it as a way to avoid asking about a genuinely separate, unrelated issue; a fatigue guard tuned too aggressively (a long suppression window) can mean a contact never gets asked about a real second problem.
Read more on when to skip itShow less

The rest of this spec

Prerequisites · 2 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 · 4 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 · 4 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.

Unlock all 565 specs, 149 EUR

One-time, excl. VAT. 30-day refund. Installs in 3 portals. Founding price until 30 November.

Read the free Tickets and SLA spec

Not the workflow you needed?

More in Tickets and SLA

50 specs in this section

See all 50 This category, 39 EUR
FreeRound-robin ticket assignment by team/queueTicket12 steps CSAT survey sent automatically when a ticket is closedTicket5 steps Ticket routing by category/product property to a specialized queueTicket8 steps Customer Effort Score (CES) survey sent after ticket resolutionTicket5 steps

Read 12 complete specs before you pay.

One per category, same format as the paid ones. Email only, no card.

We email the link, then a short note when specs change. Nothing else.

149 EUR199

Full library, 565 specs
Get the full library