Recipe: CSAT follow-up after ticket resolution
1min read
TL;DR: When a ticket is resolved, this playbook waits a set delay, sends a short CSAT survey to the customer, and logs the response back to the ticket and a tracking sheet or warehouse. Trigger is a helpdesk webhook on resolution; outputs are a survey send and a recorded score.
Who this is for
Support teams measuring customer satisfaction without manual survey sends.
What you'll need
- Connectors: Freshdesk or Zendesk, an email/survey tool (or HTTP survey API), optional Google Sheets/warehouse.
- Secrets: Helpdesk API key, survey/email API key.
- Trigger: Webhook on ticket resolved/closed.
How to build it with Ask Ballet
- Open the Console on Home.
- Paste the prompt below; set the delay and survey link.
- Review the plan and confirm.
- Connect the helpdesk and survey/email tool, then register the webhook.
Build a playbook that triggers when a Freshdesk ticket is marked resolved. Wait two
hours, then send the customer a one-question CSAT survey by email with a link that
captures a 1-5 rating. When the rating is submitted via webhook, record the score on
the ticket as a note and append a row (ticket id, customer, agent, score, date) to our
CSAT tracking sheet. Alert #support-quality in Slack for any score of 1 or 2.
What the playbook does
- Webhook trigger — fires when a ticket is resolved.
- Code step (delay/schedule) — waits the configured delay before sending.
- HTTP step (send survey) — emails the survey with a unique link.
- Webhook step (capture) — receives the submitted rating.
- HTTP step (log) — writes the score to the ticket and tracking sheet, and alerts Slack on low scores.
Variations and tips
- Skip surveys for auto-answered or spam tickets by checking ticket tags.
- Send via your existing survey tool if you already have CSAT templates.
- Roll up scores weekly with the Scheduled reports recipe.