Satisfaction surveys
Ask every customer how it went.
From help@demostore.example
How did we do with your order question?
On ticket #4182
“Quick answer, and the replacement came two days later.”
When a ticket closes, the helpdesk can email the customer a one-question survey. Their score and comment come back to the ticket and into your reports.
- Score from 1 to 5
- Optional comment
- By agent
- By tag
- By channel
Why it matters
Hear from customers after every ticket
Guessing how customers felt
A score on closed tickets
One question from one to five, and a comment.
One number for the whole team
Scores by agent, team and tag
With the count of responses beside each average.
Surveys sent where they don't belong
Tags that skip the survey
Leave spam or wholesale tickets out.
Sent when you choose
Turn the survey on, choose how long after a ticket closes it goes out and which channels get one. The customer receives it by email.
They pick a score from one to five and can add a comment. Both land on the ticket the survey was about.
Satisfaction survey
See which answers customers liked
Scores roll up by agent, team, tag and channel. Each average is taken over the responses in the dates you pick, and the number of responses sits beside it, so a score from three replies is not read like one from three hundred.
Each score is the average of that tag's responses in the date range.
Leave some tickets out
Tickets with the tags you list, such as spam or wholesale, get no survey, and a macro can mark one ticket to skip it.
Satisfaction survey
Hear from customers after every ticket
One question, one tap
A single score from one to five keeps the survey short enough that customers answer it.
Comments on the ticket
What the customer wrote sits on the ticket, where the agent who handled it can read it.
Counts beside every score
Each average shows how many responses it comes from.
Your wording
Edit the email and the page the survey link opens, and preview both before you save.
Questions
Start asking how it went
Book a 45-minute call, or bring your history over from Gorgias with the import.
A week in support
Questions it answers
Each card opens the part of the helpdesk that handles it.
Which agents and topics get the best scores from customers?
Each closed ticket can send a one-question survey. Scores and comments roll up by agent and by tag.
Satisfaction surveysSee howHow long did customers wait for a first reply last week?
Median first reply and resolution times by day, agent, team, tag and channel, with the tickets behind each number.
ReportsSee howCan returns go straight to the returns team?
A rule reads each new ticket, tags it by what the customer wrote, and assigns it to a team before anyone opens it.
RulesSee howCan we stop typing the same shipping-delay answer forty times a day?
Pick a macro and the reply fills in the customer's first name and yours, then tags the ticket and hands it to the right team.
MacrosSee howWhich customers have been waiting longest with nobody on their ticket?
A view of open, unassigned tickets sorted by the oldest customer message, shared with the team that should pick them up.
ViewsSee how