About This Automation
Post-ticket satisfaction surveys measure customer happiness after support resolves an issue. Manual dispatch, response logging, and escalation are slow, error-prone, and often skipped when supervisors are busy.
Automation sends surveys instantly when tickets close, captures responses automatically, and alerts the team to dissatisfaction in real time. Response rates and follow-up speed both improve dramatically.
Top friction points when done manually
The issues teams report most often with this process
Automation readiness
How well-suited this process is for automation
How The Automation Works
The full workflow, from trigger to completion.
Automation detects when a support ticket status changes to Resolved or Closed. The ticket ID, customer email, and ticket summary are extracted automatically.
The automation retrieves the customer email address, name, ticket ID, and issue summary. This data is passed to the next step without manual intervention.
A pre-built survey email template is populated with the customer name and ticket reference, then sent automatically to the customer email address.
Customer replies with a satisfaction rating and optional comments. The response is captured and parsed automatically, extracting the rating and feedback text.
The survey response, customer name, ticket ID, rating, and timestamp are automatically appended to a Google Sheet for reporting and analysis.
The automation checks if the satisfaction rating is 3 or lower (dissatisfied). If yes, an alert is sent. If no, the process completes.
If the rating is low, a message is sent immediately to the support manager with the customer name, ticket ID, and feedback, triggering a follow-up conversation.
Most popular tool stack used
— the complete tool combinations companies use
Gmail
Google Sheets
Slack
Microsoft Outlook
Microsoft Excel
Microsoft TeamsWhat you get when you map this process
Everything you need to understand, plan, and build your automation.
ROI and business case
What this process costs today and what changes once it's automated.
Launch schedule
What gets built, in what order, and what success looks like once it's live.
Process runbook
How the automation runs day to day, including exceptions and human decision points.
Developer handover pack
Full build spec, logic, and configuration — ready to hand off without a briefing call.
Integration and connections guide
Every tool connection, credential, and data mapping the build needs.
Test and QA plan
Every scenario checked and signed off before the automation goes live.
Recommended for you
Other high-impact processes teams commonly map alongside this one.
Frequently asked questions
Everything you need to know before mapping this process.
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