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Customer support (CES) surveys after a ticket closes

One survey per ticket, even if it reopens.

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Service Hub
Permissions
Survey access
Time
3 min · Beginner
Last verified

Short answer

HubSpot's KB: customer support surveys measure Customer Effort Score on a seven-point scale and send after a ticket closes, optionally after a delay. A survey is sent only once per ticket, even if it reopens and closes again. Their workflows live in the survey setup, and reminder emails aren't supported.

1. Surveys

Feedback surveys in my demo portal.

Feedback Surveys start page with a Create a survey button
Create a survey (1).

2. Frequency

See survey frequency.

3. Related

CSAT surveys.

Sources

New field notes by email

One email when a new article publishes.

Still stuck?

If this did not fix it, the problem is probably specific to your setup. Book a call and we will look at it together.

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