Automated satisfaction surveys post-resolution

Purpose

1. To automate the sending of satisfaction surveys to members after the successful resolution of their helpdesk or support queries.

2. The automation gathers structured feedback, measures member satisfaction, aids continuous improvement, and ensures timely data collection post-interaction.

3. It automates the end-to-end process: detecting resolution, generating survey links, dispatching surveys, tracking responses, and escalating negative scores.

4. Automatedly streamlines post-support engagement for the architects association as a professional body, boosting operational efficiency and member experience.

Trigger Conditions

1. Helpdesk ticket transitions to resolved/closed status.

2. Member support case marked as completed in CRM.

3. Automated flag set for satisfaction survey eligibility on a resolved incident.

4. Timer-based automation for follow-up (e.g., 24 hours post-resolution).

Platform Variants

1. Twilio SMS

• Feature/Setting: Programmable Messaging API — configure automated SMS survey dispatch after ticket status update event.
  

2. SendGrid

• Feature/Setting: Inbound Parse Webhook + Transactional Email API — automate the sending of survey emails upon resolution.
  

3. Salesforce

• Feature/Setting: Process Builder — trigger outbound email surveys upon case closure with automated logic flows.
  

4. Zendesk

• Feature/Setting: Triggers & Automations — fire CSAT survey when ticket becomes “solved” status.
  

5. Microsoft Power Automate

• Feature/Setting: Automated Flow — link ticket closure event in Dynamics 365 to survey email via Microsoft Forms.
  

6. Google Forms + Gmail

• Feature/Setting: App Script or API Automation — dispatch personalized Google Form survey upon Gmail “closed case” label.
  

7. HubSpot

• Feature/Setting: Workflows Automation — configure to send automated surveys based on ticket lifecycle event.
  

8. Intercom

• Feature/Setting: Custom Bots or Series — automate survey via in-app message or email after chat resolution.
  

9. SurveyMonkey

• Feature/Setting: Webhooks + Send Survey API — automates sending survey links to resolved tickets from external trigger.
  

10. Freshdesk

• Feature/Setting: Automations Module — auto-send CSAT survey on ticket status “resolved” transition.
  

11. Mailgun

• Feature/Setting: Email API — automate dispatch of satisfaction survey emails triggered by webhook.
  

12. Slack

• Feature/Setting: Workflow Builder + Incoming Webhooks — automated direct survey messages upon support ticket closure in integrated system.
  

13. Zoho Desk

• Feature/Setting: Workflow Automator — auto-email survey upon request completion.
  

14. Qualtrics

• Feature/Setting: Triggered Email + API — utilize event-driven automation to distribute feedback forms.
  

15. Jotform

• Feature/Setting: Webhooks — automate survey link dispatch on resolved member support events.
  

16. Typeform

• Feature/Setting: API + Integration Triggers — automate survey invitations via ticketing system end-state.
  

17. ActiveCampaign

• Feature/Setting: Automations — configure survey sequence upon ticket or custom event.
  

18. Monday.com

• Feature/Setting: Automations Center — when an item moves to “Done”, trigger survey email via integration.
  

19. ServiceNow

• Feature/Setting: Flow Designer — configure end-stage automated survey emails for resolved incidents.
  

20. Aircall

• Feature/Setting: Call End Webhook — automates SMS or email survey after support call resolution.
  

21. Cisco Webex

• Feature/Setting: Bot Webhooks — send automated survey messages post-support chat closure.
  

22. Pabbly Connect

• Feature/Setting: Automation Workflow — chain ticket closure events to survey email API.
  

Benefits

1. Automated satisfaction surveys boost feedback volume, enabling data-driven improvement.

2. Automation cuts manual admin workload, ensuring every member interaction garners structured feedback.

3. Automating survey distribution yields timely, standardized member insights for leadership.

4. Automated escalation on negative feedback enhances member retention through rapid issue addressal.

5. The automator enables consistent, reliable, and auditable service quality metrics for the architects association.