Customer satisfaction survey after ticket resolution

Purpose

1.1. The automated customer satisfaction survey after ticket resolution automates the process of collecting client feedback once a service ticket is marked as closed for industrial and wholesale refrigeration equipment suppliers.
1.2. Automating this ensures real-time insight into customer satisfaction, swift response to possible service gaps, continuous improvement in after-sales support, and streamlining of the feedback-to-action cycle.
1.3. The automation minimizes manual intervention, automates reminders, and increases customer engagement, helping commercial refrigerator wholesalers enhance their service reputation, retention, and compliance with warranty support expectations.

Trigger Conditions

2.1. Automation is triggered when a ticket or support case is marked as “resolved” or “closed” in the service management software or CRM.
2.2. Triggers may also include elapsed time since last agent response (e.g., 24 hours), or custom status changes automatedly flagged in equipment maintenance logs.

Platform Variants

3.1. Salesforce Service Cloud
• Feature/Setting: Configure “Case Closed” workflow rule to invoke Process Builder/APEX for automated email survey dispatch post-resolution.
3.2. Zendesk
• Feature/Setting: Automate use of “Triggers” + integrated “Satisfaction Survey” field dispatch upon ticket closure.
3.3. Freshdesk
• Feature/Setting: Automate “Scenario Automation” to send feedback form via email when ticket status is moved to “Resolved.”
3.4. HubSpot Service Hub
• Feature/Setting: “Workflow Automation” to dispatch follow-up survey using connected email or SMS actions.
3.5. Intercom
• Feature/Setting: “Custom Bots” or auto-messages trigger NPS or CSAT surveys when a conversation is closed.
3.6. Twilio
• Feature/Setting: Automate “Studio Flow” with HTTP trigger to send automated SMS survey upon ticket completion.
3.7. SendGrid
• Feature/Setting: Automate “Marketing Campaigns” API with event triggers for transactional post-resolution survey emails.
3.8. SurveyMonkey
• Feature/Setting: Configure survey link API to auto-generate and email custom survey URL upon resolved status webhook.
3.9. Google Forms (via Google Apps Script or API)
• Feature/Setting: Automate survey link generation and dispatch directly via script when support system marks closure.
3.10. Typeform
• Feature/Setting: Webhook-initiated forms automating real-time email to client upon case closure.
3.11. Slack
• Feature/Setting: Automation with workflow bot posting customer survey links to specified support channels when cases close.
3.12. Microsoft Teams
• Feature/Setting: Automated Adaptive Card message with embedded survey to a customer conversation post-resolution.
3.13. Mailchimp
• Feature/Setting: Automate trigger-based campaign to send post-service survey via email automation flow.
3.14. Jotform
• Feature/Setting: Automate API calls to trigger a survey form email upon status update in service CRM.
3.15. ActiveCampaign
• Feature/Setting: “Automation Builder” sends out satisfaction survey emails as contacts move to “Ticket Closed” list.
3.16. Zendesk Talk
• Feature/Setting: Configure “Call Wrap-Up” automation to dispatch an automated SMS survey after agent call.
3.17. Pipedrive
• Feature/Setting: Workflow Automator triggers outbound survey through connected email or SMS app integrations.
3.18. Qualtrics
• Feature/Setting: Automated survey distribution via REST API following CRM status change webhook.
3.19. Kustomer
• Feature/Setting: Automate timeline event triggers to dispatch satisfaction surveys via connected channel.
3.20. Zoho Desk
• Feature/Setting: “Workflow Rules” with automated “Send Survey” action configured at ticket closure point.
3.21. Aircall
• Feature/Setting: After-call workflow automation sends SMS or email survey through integrated apps.
3.22. Monday.com
• Feature/Setting: Automated notifications and integrations to survey tool API based on item status.
3.23. Smartsheet
• Feature/Setting: Automate “When row changes” to closed status, trigger survey send via connected app integration.

Benefits

4.1. Does automated collection of customer feedback, reducing manual tracking for the wholesale refrigeration support team.
4.2. Automates trend monitoring for high-volume service businesses, allowing proactive issue detection.
4.3. Improves the speed of customer engagement using automation, maximizing response rates and satisfaction.
4.4. Automator improves reporting on customer sentiment, facilitating automated quality assurance processes.
4.5. Enables scalable, automatable feedback structures suited for commercial equipment suppliers needing reliable, high-frequency insights.
4.6. Removes delays in customer service follow-ups, enhancing retention in a competitive B2B wholesale market through automation.