A CSAT survey email after a ticket closes should ask one question about that ticket, name the ticket so the customer knows which one you mean, and make the rating a single click. Then make sure a person reads and answers every low score, or the survey tells the customer nobody is listening.
The one-question version
Subject: How did we do on [ticket subject]?
Hi Priya,
We closed your ticket [#4850, ticket subject] today. How satisfied
were you with the help you got?
[1 Very unhappy] [2] [3] [4] [5 Very happy]
One click is enough. If you want to tell us more, there's an optional
comment box after you pick a score. Someone on the support team reads
every answer.
[Support team name]
Three rules that matter more than the wording
- Name the ticket. "How did we do on your export problem?" is clearer than "Tell us about your experience".
- Send one reminder at most. A survey that keeps chasing someone about a closed ticket can become the next complaint.
- Store the ticket ID with every response, so each low score can be matched to its ticket and answered within a day by a real person.
The full guide has a plain-text version, a version for long or escalated cases, the reminder, subject lines, when not to send, and an AI prompt for drafting your own: https://draftfirstcs.com/guides/csat-survey-email-template?ref=devto-csat
All names are made up.
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