Send a satisfaction survey after a support ticket is closed

Two hours after an agent closes a Fluent Support ticket, this workflow emails the customer to ask how satisfied they were on a scale of 1 to 5, naming the ticket subject so they know which request you mean.

Fluent Support

Delay

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3 steps Setup ~5 min Used on 1.1k sites Support Free to import

The Send a satisfaction survey after a support ticket is closed workflow on the FlowMattic canvas, with 3 steps across Fluent Support, Delay, Email — The workflow as it appears in the builder after import. Each step opens for editing.

What this workflow does

Asking for feedback right as a ticket closes can land before the customer has even read the final reply. Waiting a little gives them time to check the fix. This workflow pauses after each closed ticket, then sends a short satisfaction question by email.

The Fluent Support trigger fires when an agent closes a ticket in your helpdesk. A Delay step then holds the run for two hours. After the wait, the Email step sends a message with the subject How did we do? to the customer's email address from the ticket. The body greets them by name, mentions the ticket subject as resolved, and asks how satisfied they were from 1 to 5.

The question is plain text, so customers answer by replying to the email. Their replies go to whichever reply address your email setup uses; the workflow does not collect or score them. The Email step sends through the SMTP connection you set up in FlowMattic. Each run, including the two-hour wait, shows in Task History.

Small helpdesk tracking satisfaction by hand

A two-person support team reads the 1 to 5 replies in its shared inbox and notes the scores in a spreadsheet each week.

Checking a fix worked for software customers

The two-hour gap gives a customer time to try the solution before being asked, so a low number points to a fix that did not hold.

Agencies handling client support

Clients get a short check-in after each closed request, and the account manager sees any unhappy reply arrive in the inbox.

How this workflow runs

What happens at each step once the workflow is on, and what you need before you import it.

Step 1Trigger
Fluent Support Agent Closes a Ticket
Runs when an agent closes a ticket in Fluent Support. The customer's name, email address and the ticket subject are passed to the later steps.
Step 2Logic
Delay Delay For
Pauses the run for two hours before continuing. Change the number or the unit, for example to one day, if you want to give customers longer before you ask.
Step 3Action
Email Send Email
Sends the survey email to the customer's address from the ticket, with the subject How did we do?. The body names the customer and the ticket subject and asks for a rating from 1 to 5. Set up your SMTP connection in this step on import.

What you need

FlowMatticCore
Fluent Support PluginPlugin

After importing, map your own data. To keep the template universal, not every step is pre-filled. Open each step in the builder and connect your accounts and fields (channels, lists, sheets, recipients) before you switch the workflow on.

Make it yours

Changes worth making after you import it.

Replace the 1 to 5 question with a link to your own survey form, so answers are stored as entries rather than scattered across email replies.
Add a Filter after the Delay if some closed tickets should not get a survey. Close a test ticket first, then build the condition on a field you can see the trigger send.
Close a test ticket that uses your own email address, then check Task History to see the delayed run complete and the message arrive.

Questions about this workflow

Where do the customer's 1 to 5 answers go?

They reply to the email, so answers arrive at the reply address of your email setup. The workflow sends the question but does not collect, count or store the responses.

What if the Fluent Support ticket is reopened during the two-hour wait?

The email still goes out. The Delay only waits; it does not check the ticket again. Each later close of the same ticket starts another run and sends another survey.

Do I need an email service besides Fluent Support?

The survey is sent by FlowMattic's Email step, which connects to an SMTP provider. You need SMTP details for a mail account or service to send from.

Can I send the survey the next day instead of after two hours?

Yes. Change the Delay step's value and unit. The template is set to 2 hours, and the Delay also supports minutes, days and weeks.