Use casesFollow-ups

Send the satisfaction survey the moment a ticket closes

Mitra sends your satisfaction survey whenever a Zendesk ticket closes. Any score below your threshold goes to Slack with the ticket history attached, so somebody can call the customer back that day. You can read back every run, step by step.

Runs: Every time a ticket closes
Used by: Customer Support

The prompt

When a Zendesk ticket closes, send the customer my Typeform survey. Post any score of 3 or lower to #support-escalations in Slack.

Zendesk

Typeform

Slack

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What the agent actually does.

Notice the ticket close
The agent watches Zendesk for tickets that move to solved or closed.
Send the survey you wrote
Your Typeform survey goes out unchanged, and the agent writes nothing of its own to the customer.
Read the answers back
Each score is matched to the ticket it came from, so a number is never separated from the conversation.
Post the low scores
Anything at or below your threshold lands in the channel you name, with the ticket history attached.
Record the run
Every close, every survey and every score is written down, so you can read exactly what the agent did.

Make it yours.

For support teams whose satisfaction number exists, but nobody sees a bad score in time to save the customer. Change any of this by saying so — there is nothing to rewire.

Survey only paying customers, and skip anything closed as spam.
Wait a day after the close, so the fix has time to hold.
Send low scores to whoever owned the ticket instead of a shared channel.

Questions, answered.

When should you send a customer satisfaction survey after a support ticket?

Mitra sends the survey the moment the ticket closes, while the conversation is still fresh for the customer. The agent watches Zendesk and sends each one as it closes, rather than in a weekly batch. Tell Mitra to wait a day instead and the agent waits.

How do I follow up on a low satisfaction score?

Mitra posts every low score to the Slack channel you name, with the ticket history attached, so the reply starts from what actually happened. The agent does not answer the customer. A person decides whether to call back, and can read the run first.