Satisfaction survey upon ticket closure

Purpose

1.1. Collect customer feedback immediately after tech support ticket closure for air filter orders or HVAC maintenance cases.
1.2. Monitor and improve service quality, technician performance, and customer satisfaction.
1.3. Enable data-driven decisions for service improvement, issue escalation, and loyalty initiatives.
1.4. Provide real-time performance metrics back to support leadership and product management.

Trigger Conditions

2.1. Support ticket status set to "Closed" or "Resolved" in helpdesk/CRM.
2.2. Ticket subject includes air filter supply, warranty, or HVAC maintenance.
2.3. Customer email or phone number present and permission for survey contact verified.

Platform Variants

3.1. Twilio SMS
• Feature/Setting: Messaging API — configure outbound SMS with personalized survey link upon ticket closure event webhook.
3.2. SendGrid
• Feature/Setting: Transactional Email API — trigger email template with embedded feedback form or survey link.
3.3. SurveyMonkey
• Feature/Setting: Survey collector API — auto-generate survey per closed ticket, capture responses, set collector as "Customer Satisfaction-HVAC."
3.4. Typeform
• Feature/Setting: Webhooks — create new response entry via API on ticket closure, generate unique survey URL for each customer.
3.5. Zendesk
• Feature/Setting: Triggers — trigger automated satisfaction survey notification via email or SMS after ticket status changes.
3.6. Freshdesk
• Feature/Setting: Automations — send survey link by email on closed ticket status in "Filters" product group.
3.7. HubSpot
• Feature/Setting: Workflows Automation — trigger survey email on deal/contact property change (Ticket: Closed).
3.8. Salesforce Service Cloud
• Feature/Setting: Process Builder/Flow — start post-case closure action to send survey form via email/SMS.
3.9. Google Forms
• Feature/Setting: Apps Script — generate pre-filled survey URL on ticket closure and email using Gmail API.
3.10. Microsoft Power Automate
• Feature/Setting: Automated Flow — configure survey email via Forms connector when Dynamics or Outlook ticket is closed.
3.11. Mailgun
• Feature/Setting: API — send post-ticket closure satisfaction survey by email through HTTP POST.
3.12. Intercom
• Feature/Setting: Custom Bots — trigger survey message in-app upon support conversation closure event.
3.13. Aircall
• Feature/Setting: Webhook — invoke external survey workflow once phone support session logged as resolved.
3.14. Slack
• Feature/Setting: Incoming Webhooks — deliver satisfaction survey notification to user/manager channel on ticket closure.
3.15. WhatsApp Business API
• Feature/Setting: Message Template — auto-send survey link to customer via approved template after support completion.
3.16. Jotform
• Feature/Setting: API — pre-populate feedback form and email direct customer link on maintenance closure.
3.17. ServiceNow
• Feature/Setting: Workflow — trigger Customer Satisfaction (CSAT) survey upon state transition to closed/resolved.
3.18. Monday.com
• Feature/Setting: Automations — notify external survey tool or push form link when task/item status set to done.
3.19. Zoho Desk
• Feature/Setting: Workflow Rules — send survey email or SMS on ticket closure for HVAC/Filter cases.
3.20. Qualtrics
• Feature/Setting: API Automation — create embedded feedback survey and distribute directly after support ticket closure.

Benefits

4.1. Rapid feedback for continuous improvement and staff accountability.
4.2. Automation eliminates manual survey distribution, saving time and reducing errors.
4.3. Enables large-scale satisfaction monitoring by product line or technician.
4.4. Easier to identify customer pain points and enable proactive service recovery.