Customer Support & ServicePurpose
1.2. Automate the outreach to ensure every ticket receives a response opportunity, supporting systematic service assessment.
1.3. Centralize survey data for later analysis to identify trends, performance bottlenecks, or satisfaction gaps.
1.4. Reinforce a professional, customer-centric brand image by consistently requesting input on every case.
Trigger Conditions
2.2. Optional: Only trigger for specific ticket types/priority levels (e.g., not for spam or duplicates).
2.3. Optional: Trigger only during working hours or after agent review.
Platform Variants
• Function: Programmable Messaging API
• Setting: Auto-send survey SMS upon webhook trigger; use ticket info for personalization.
3.2. SendGrid
• Function: Mail Send API
• Setting: Dispatch survey email template with embedded response link; map to ticket ID.
3.3. Typeform
• Function: Survey Form API
• Setting: Pre-create satisfaction survey; auto-generate personalized links per closure event.
3.4. Google Forms
• Function: Form Prefill/Responses API
• Setting: Automate survey invites using Google Workspace; autofill ticket number.
3.5. Slack
• Function: Incoming Webhooks
• Setting: Notify internal channel with closure and feedback status; request team follow-up if negative.
3.6. SurveyMonkey
• Function: Survey Invitation API
• Setting: Schedule/send invitations; collect results under unique ticket IDs.
3.7. Zendesk
• Function: Triggers & Automations
• Setting: Native satisfaction survey; configure workflow for auto-invite on status change.
3.8. Freshdesk
• Function: Automations
• Setting: Set up rule "On Ticket Closed," email survey to requestor.
3.9. HubSpot Service Hub
• Function: Feedback Surveys
• Setting: Link CSAT survey to closed tickets pipeline; track responses in CRM.
3.10. Zoho Desk
• Function: Workflow Automation
• Setting: Configure "Ticket Closed" trigger to send survey invite via specified channel.
3.11. Mailchimp
• Function: Automated Email API
• Setting: Create campaign triggered by webhook; use merge tags for ticket/customer data.
3.12. Microsoft Teams
• Function: Adaptive Cards/Power Automate
• Setting: Auto-post feedback form in chat to assigned agent’s feed after closure.
3.13. Salesforce Service Cloud
• Function: Workflow Rules
• Setting: Send email/survey via outbound message after ticket resolution.
3.14. Intercom
• Function: Post-Conversation Surveys
• Setting: Enable auto-send satisfaction survey after chat/ticket closed.
3.15. WhatsApp Business API
• Function: Message Template API
• Setting: Send post-resolution message with survey link.
3.16. Aircall
• Function: Webhooks
• Setting: Trigger outbound survey call (IVR or SMS) post call/ticket closed.
3.17. Jotform
• Function: Prefilled Surveys
• Setting: Dynamic prefill via API; include ticket/customer info in invite.
3.18. Outlook/Office 365
• Function: Power Automate Integration
• Setting: Automated survey email when support folder logs "Closed."
3.19. ActiveCampaign
• Function: Automation Builder
• Setting: Workflow “Ticket Closed” sends email survey using contact/ticket fields.
3.20. Asana
• Function: Webhooks + Custom Fields
• Setting: Create post-closure task (survey follow-up) assigned to responsible party.
3.21. Monday.com
• Function: Automations + Integration
• Setting: Auto-generate feedback form/task upon support item marked as "Done."
3.22. Pipedrive
• Function: Workflow Automation
• Setting: Trigger survey campaign with external service on ticket/lead close.
3.23. Google Chat
• Function: Bots/Webhooks
• Setting: Notify support or customer with Google Chat post-survey link.
Benefits
4.2. Eliminates manual intervention, freeing support resources.
4.3. High response rates due to immediate, contextual outreach.
4.4. Enables real-time monitoring and reporting of customer satisfaction.
4.5. Supports targeted improvement actions through integrated analytics.
4.6. Enhances professionalism and boosts brand reputation with timely communication.