NPS or CSAT survey sent upon ticket resolution

Purpose

1.1. Automate the delivery of NPS (Net Promoter Score) or CSAT (Customer Satisfaction) surveys concurrently with ticket resolution in appliance customer service, ensuring immediate feedback collection post-issue and enabling rapid service improvements.
1.2. Capture and correlate customer sentiment with specific support interactions, driving actionable insights for quality assurance and agent performance.
1.3. Streamline survey administration, reduce manual effort, and ensure no customer interaction is missed by integrating directly with support and communications platforms.

Trigger Conditions

2.1. Support ticket status transitions to “Resolved,” “Closed,” or equivalent state in the ticketing platform.
2.2. Optional: Ticket priority, request type, or issue category matches inclusion rules (e.g., product repair queries only).
2.3. Customer contact data (email or phone) must be present and validated.

Platform Variants

3.1. Zendesk
• Feature: Triggers & Webhooks
• Setting: Configure “Trigger” on ticket status “Solved” to fire HTTP webhook.
3.2. Salesforce Service Cloud
• Feature: Process Builder & Outbound Messaging
• Setting: Build a flow on “Case Closed” to invoke outbound REST message to survey service.
3.3. Freshdesk
• Feature: Automations
• Setting: Auto-trigger email notification with survey link upon ticket resolution.
3.4. ServiceNow
• Feature: Business Rules
• Setting: Create rule on Incident/Case “Resolved” event to call REST integration to survey tool.
3.5. HubSpot Service Hub
• Feature: Workflow Automations
• Setting: Set workflow “When ticket closed” to trigger survey email via email module or webhook.
3.6. Zoho Desk
• Feature: Automation Rules
• Setting: Rule for “Ticket Status = Closed” to send webhook or survey email.
3.7. Intercom
• Feature: Inbox Rules + API
• Setting: Rule to call external API/SMS on conversation closure.
3.8. Twilio SMS
• Feature: Programmable Messaging API
• Setting: Configure API call with customer mobile number, send NPS/CSAT as SMS.
3.9. SendGrid
• Feature: Email API
• Setting: Use dynamic transactional template, POST to send survey email on ticket close event.
3.10. Mailgun
• Feature: Messages API
• Setting: POST to send survey link upon support closure signal.
3.11. Microsoft Dynamics 365 Customer Service
• Feature: Power Automate Flows
• Setting: On case resolved, trigger flow to survey platform (FormsPro, email, or external).
3.12. Google Forms
• Feature: Email Automation via Apps Script
• Setting: Script to send prefilled survey link upon event trigger in ticketing tool.
3.13. SurveyMonkey
• Feature: Webhooks API
• Setting: API call to create/respond with survey after ticket is marked as resolved.
3.14. Qualtrics
• Feature: Trigger API
• Setting: Configure survey distribution API call on ticket closure event.
3.15. Typeform
• Feature: Webhooks & Email API
• Setting: Push unique survey invite email via Typeform API at ticket resolution.
3.16. HappyFox
• Feature: Automation Workflows
• Setting: Send survey link via custom rule on ticket resolved status.
3.17. Help Scout
• Feature: Workflows
• Setting: Trigger action on conversation closed → send email with survey.
3.18. Jira Service Management
• Feature: Automation Rules
• Setting: On issue resolution, POST to survey API or send notification.
3.19. Kustomer
• Feature: Business Rules
• Setting: Auto-trigger CSAT form link via rule on ticket state “Done.”
3.20. LiveAgent
• Feature: Automated Ticket Rules
• Setting: Email customer satisfaction survey using email template on ticket closed.
3.21. Monday.com
• Feature: Automations + Integrations
• Setting: “When status changes to Done, send email/webhook” to survey tool.
3.22. Front
• Feature: Rules + API
• Setting: Rule for “Conversation Resolved” → call survey API or email action.

Benefits

4.1. Ensures every customer interaction is measured with minimal manual effort.
4.2. Immediate, event-driven survey invitation increases response rates and accuracy.
4.3. Enables real-time tracking of support quality and agent efficacy.
4.4. Streamlines feedback loop to product/service, accelerating improvements.
4.5. Reduced human error and operational overhead in survey dispatch.