Support Ticket Follow-up Survey
A short post-resolution check on speed, knowledge, and courtesy for every closed ticket.
4 questions · 1 page · about 2 minutes to answer · fully editable after you start
Send this within a day of closing a support ticket, while the interaction is still vivid. It scores the three things customers actually judge support on – how fast you responded, whether the agent knew their stuff, and how they were treated – then confirms the issue is genuinely resolved rather than just closed.
The matrix format keeps it to a single minute, and the final open question routinely surfaces the tickets that were marked resolved but were not. Feed the scores into agent coaching and watch the reopen rate fall.
Template preview
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Opens in the Light theme, or in your own default theme if you have set one — change it anytime to any of the 4 built-in looks, or build your own on a paid plan.
Page 1
About your recent support request
This survey is about the support request we recently closed for you. Tell us whether it was really sorted out and how the help felt, so we can fix what is not working. It takes about 2 minutes.
Q1.How would you rate the following?*
| Poor | Fair | Good | Excellent | Not applicable | |
|---|---|---|---|---|---|
| Response speed | |||||
| Agent knowledge | |||||
| Courtesy | |||||
| Clarity of the solution |
Q2.Is your issue fully resolved?*
- Yes, completely
- Partly - a workaround is in place
- No, it is still open
Q3.Overall, how satisfied are you with this support experience?
Q4.Anything the agent could have done better?
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