Survey · Customer success
Help desk feedback survey template
Sent after a ticket closes, it asks the question most help desk surveys skip: is the problem really fixed? Anyone who says no is asked what still isn't working and whether to reopen the ticket, before rating how well the request was understood and explained.
Try it live
Try it as a respondent
Every question, and where it leads
The conversation
What a respondent is asked, in order.
Your help desk request was closed. Mind telling us how it went? It takes a minute.
What was the ticket number, if you have it?
What did you contact us about?
Is the problem fixed?
What's still not working?
Should we reopen the ticket?
How well did we understand your request the first time you explained it?
How clear was the explanation or next step we gave you?
How long did it take from asking to having an answer?
Were you unable to work while you waited?
Overall, how satisfied are you with the help you got?
Anything that would have made this easier?
Ends with
Thanks for the feedback
The flow
Where each answer leads. Every route here is editable once the form is yours.
Short text
Dropdown
Single select
Long text
Yes / No
Opinion scale
Rating
Single select
Yes / No
Rating
Long text
What this template uses
- Short text
- Dropdown
- Single select
- Long text
- Yes / No
- Opinion scale
- Rating
- 2 branches
Questions to consider
- Will you send this after every closed ticket, or to a sample so people are not over-surveyed?
- Do the request types in the dropdown match the categories your ticketing system uses?
- Who watches for reopen requests, and how fast should they act?
- Do you want answers tied to a ticket number, or kept anonymous?
How to use the responses
Check reopen requests first, every day, because they are live problems. Then look at resolution by request type: if access requests are often only partly fixed, the process behind them needs work, not the person who answered. Low scores for understanding the request usually point to a vague intake form, and low clarity scores point to missing how-to articles. Compare time to fix with whether people could work while they waited to see which delays really hurt.
How to customize and share it
- 1Edit the request types to match your help desk categories, so you can compare results by category.
- 2Add the ticket number as a hidden field in the link your system sends, and remove the ticket question.
- 3Send the link automatically when a ticket closes, while the experience is still fresh.
Frequently asked questions
What questions should a help desk survey ask?
Ask whether the issue is fixed, how well the request was understood, how clear the explanation was and how long it took. One open question for anything else is enough.
When should I send a help desk feedback survey?
Straight after the ticket closes. A day later, people remember the wait more than the help.
Why ask whether the problem is fixed if the ticket is closed?
Tickets are often closed before the user agrees the problem is gone. This question catches those cases and lets the person ask for the ticket to be reopened.
Can I send this survey from my ticket system?
Yes. Put the survey link in the email your ticket system sends when a ticket closes, or embed the survey on an intranet page.