Last updated: December 9, 2024
Available with any of the following subscriptions, except where noted:
Service Hub
Professional
,
Enterprise
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Trigger a custom survey to be sent when a ticket moves to a closed stage. Once your custom survey is associated with a ticket pipeline, completed surveys will be automatically linked to the ticket. Your team can easily view responses within help desk or the inbox, ensuring they stay up-to-date and efficiently manage customer queries.
By associating the survey with a ticket pipeline, you can also use feedback and ticket properties to create custom reports that provide actionable insights.- In your HubSpot account, navigate to Automations > Surveys.
- Create a new custom survey or hover over an existing survey and click Edit.
Please note: you can only associate tickets with custom surveys that use Email as the delivery method.
- In the survey editor, navigate to the Recipients tab.
- In the Who section, select Ticket Pipeline. Then, click the Pipeline dropdown menu to select a pipeline. When customers have tickets in this pipeline that move to a closed stage, they survey will be automatically sent to the associated contact.
- In the When section, select when the survey is sent:
- When the recipient meets the criteria: the survey will send when the contact's associated ticket is closed.
- Add delay: select how many minutes/hours/days the survey will send after the contact's associated ticket is closed.
- In the Frequency section, One off will be selected by default. It's not possible to send surveys that are associated with ticket pipelines on a recurring basis.
- Once you're done, click Review and publish in the top left.
If the customer submits feedback, you'll be able to view the associated feedback survey in the inbox and help desk in the Past feedback card in the right panel.
