Surveys go out by email after an opportunity is won (Growth and Pro plans) or after a support ticket is solved (customer service add-on). Both start with ready-made questions you can change.
Edit a survey
Go to Surveys and choose Edit questions & recipients.
- Questions: up to ten. Types: rating 1–5, likely to recommend 0–10, yes/no, multiple choice and written answer. Mark any as required.
- The first question appears in the email, so customers can answer with one tap. It has to be a rating.
- When: how long after the win or the solved ticket to send it (for example 7 days after a win, 1 hour after a ticket).
- Email: the subject and message, with
{{contact.first_name}},{{company.name}},{{opportunity.title}},{{ticket.number}}and similar. The preview on the right shows exactly what customers will see. - Low-score alerts: tell the opportunity owner or the agent when the first answer is at or below a number, so someone can follow up.
Choose who receives it
- The contact: the opportunity's contact, or the person who raised the ticket.
- Everyone at their organization with an email address.
- Also send to: fixed extra addresses that get every survey.
- Filters: only certain pipelines or opportunities above a value; only certain ticket types.
- Don't over-survey: nobody gets more than one survey within the number of days you set (30 by default), whichever survey it is.
People who've asked to stop surveys, or whose email bounced, are always skipped. Every survey email has a link to stop them.
If a ticket is reopened
If the customer replies before the survey goes out, it's cancelled. You'll get a new one when the ticket is solved again.
Results
Each survey's Results page shows how many were sent and answered, the average, the share of satisfied customers (4 or 5 out of 5), the Net Promoter Score for 0–10 questions, every comment, and averages by rep or agent. Scores also appear on the contact, the opportunity's history and the ticket.
Webhook: survey.responded.