Send a CSAT survey after a ticket is resolved

01/The build

How to build it

1. 01

   Decide what you're asking — and which tickets earn a survey

   Needs a human

   Pick the scale before you build: a 1-5 CSAT, a thumbs-up / thumbs-down, or a 'How easy was it to get this sorted?' (CES). One question, no more. Then write the exclusion list, because surveying the wrong tickets is how you train customers to ignore the email: skip anything tagged spam, anything auto-closed without an agent reply, tickets with no real customer email, and your own internal/test addresses. Decide the suppression window too — most brands don't re-survey the same person inside 14-30 days. This is a policy choice, so settle it on paper first.

2. 02

   Fire on ticket-closed in Gorgias and grab the context

   Runs itself

   Build a Gorgias Rule on the 'ticket closed' trigger (or subscribe to the ticket-updated webhook and filter to status = closed). Have it send an HTTP request to your glue (n8n / Zapier) carrying the fields you'll need downstream: ticket_id, the requester's email, the assigned agent, the ticket tags, the channel (email / chat / social), and the subject. Trigger on the status change, not on an agent reply — a ticket can get several replies but should only ever produce one survey.

3. 03

   Filter out the tickets that shouldn't be surveyed

   Runs itself

   In the glue step, drop anything that hit your exclusion list: a spam or no-reply tag, an auto-close with zero agent messages, a missing or internal email. Then run the suppression check — look up the customer's last survey date (a Klaviyo profile property or a small lookup table) and stop if it's inside your window. This is the guardrail that keeps the survey credible. A customer who opens four tickets in a week getting four surveys is how response rates collapse and the inbox starts treating you as noise.

4. 04

   Push a Klaviyo event with the ticket details

   Runs itself

   For every ticket that survives the filter, send a server-side Klaviyo event — Track API, metric name like 'Support Ticket Resolved' — keyed to the customer's email so it lands on their profile. Attach the properties as event data: ticket_id, agent name, the primary tag/topic, channel, and resolved_at. This event is what the flow listens for, and stamping the agent and topic onto it now is what lets you slice CSAT by person and by issue type later instead of getting one meaningless company-wide average.

5. 05

   Build the Klaviyo flow with a deliberate delay

   Runs itself

   Create a metric-triggered flow in Klaviyo on 'Support Ticket Resolved'. Add a time delay before the email — 30 to 60 minutes at minimum, or hold until the next morning — so the survey never arrives while the customer is still mid-conversation or while a 'resolved' ticket is about to be reopened. One email in the flow: the single question, the rating buttons, and nothing else competing for the click. Keep it plain and on-brand; this is a service touch, not a campaign.

6. 06

   Make each rating a one-click link that captures the score

   Runs itself

   Render every rating as its own URL carrying the score and identifiers as query params — e.g. /csat?score=5&ticket={{ event.ticket_id }}&agent={{ event.agent }} — pointing at a thank-you page or a tracked endpoint in your glue. Clicking the button is the entire survey: no second page, no form, no login. Then branch on the landing page by score: a top rating leads to a soft 'mind leaving a public review?' ask, while a low rating leads to an apology and an optional 'what went wrong?' box. One click is the whole point — every extra field you add costs you responses.

7. 07

   Write the score back where it's actually useful

   Runs itself

   When the rating link is hit, record it: set a Klaviyo profile property (last_csat_score, last_csat_date) so the suppression check and your segments can use it, and post the score back onto the Gorgias ticket as a tag or internal note so the agent who handled it sees the result and your CSAT-by-agent and CSAT-by-topic reporting has real data. A score nobody can see by agent or by issue is just a vanity number — the write-back is what turns it into something you can coach and fix from.

8. 08

   Close the loop on the unhappy ones — with a human

   Needs a human

   A low score (a 1-2, or a thumbs-down) should do more than sit in a chart. Have the landing page or glue fire a Slack ping or open a fresh Gorgias ticket tagged 'csat-detractor' so a person reaches back out while the frustration is fresh and recoverable. The survey only earns its place if someone acts on the detractors; collecting sad faces and doing nothing with them is worse than not asking, because now the customer knows you asked and still didn't care.

02/The stack

What it’s built on

Gorgias

The helpdesk where tickets get resolved and the trigger originates. Its Rules engine fires on 'ticket closed', and it already carries the agent, tags, channel, and customer email the survey needs — plus it's where the score gets written back so agents see how their resolutions actually landed. Rules can call out to n8n / Zapier for the filtering, suppression, and write-back logic.The 'ticket closed' trigger and the Rules engine are available on every Gorgias plan — you don't need a premium tier to ship this.

Klaviyo

Receives the resolution event, runs the delayed flow, and sends the one-question survey email — then stores the returned score on the customer profile so suppression and segmentation both work off it. Because it's the same Klaviyo you already run marketing on, the survey rides your existing sends instead of becoming a separate subscription.Klaviyo's free tier covers small lists (up to 250 contacts and a few hundred sends a month), and transactional survey emails ride the plan you already pay for — so this replaces a dedicated CSAT tool like Delighted or Nicereply rather than adding a new monthly bill.

03/Questions

Before you build