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Customer Satisfaction Follow-Up

Example prompt: "24 hours after a support ticket is resolved, email the customer a satisfaction survey. If they rate below 3 stars, create an Asana task for the support lead."

How to automate customer satisfaction follow-ups with GloriaMundo

The Problem

Most support teams know that customer satisfaction surveys matter, but sending them consistently is another story. Someone has to remember to follow up after each resolved ticket, wait an appropriate interval so the customer has had time to evaluate the outcome, and then act on negative feedback before it turns into a churned account. When this is done manually, follow-ups are late or forgotten entirely, and low ratings sit unnoticed in a spreadsheet until the next quarterly review.

How GloriaMundo Solves It

We build a workflow that monitors your helpdesk for newly resolved tickets. After a 24-hour delay, it sends the customer a short satisfaction survey via Gmail, asking them to rate their experience. When a response comes back, a conditional step checks the rating. If the score is 3 stars or above, the workflow logs it and moves on. If the score is below 3, it creates an Asana task assigned to the support lead with the ticket details, the customer's rating, and any written feedback — so the team can follow up personally. A Slack notification goes to the support channel as well, ensuring nothing slips through. Glass Box preview lets you see the survey email draft and the escalation logic before anything is sent.

Example Workflow Steps

  1. Trigger (scheduled): Runs periodically to check for tickets resolved in the last 24 hours.
  2. Step 1 (integration): Fetch recently resolved tickets and their associated customer email addresses.
  3. Step 2 (integration): Send a satisfaction survey email via Gmail with a simple rating scale and an optional comment field.
  4. Step 3 (conditional): When a response arrives, check whether the rating is below 3 stars.
  5. Step 4 (integration): For low ratings, create an Asana task assigned to the support lead with the ticket ID, customer feedback, and rating.
  6. Step 5 (integration): Post a summary to the #support Slack channel so the team is aware of the negative feedback.

Integrations Used

  • Gmail — sends the satisfaction survey email to the customer
  • Slack — alerts the support team when a low rating is received
  • Asana — creates an escalation task for the support lead to follow up on negative feedback

Who This Is For

Support leads and customer success managers who want a reliable, automated feedback loop after every resolved ticket, particularly teams where retention depends on catching dissatisfaction early.

Time & Cost Saved

Manually sending follow-up surveys and tracking responses takes roughly 5 minutes per ticket. For a team resolving 30 tickets a day, that is over 2 hours of administrative work daily — assuming nobody forgets. This workflow handles the entire cycle automatically, from survey to escalation. Over a month, a support team could reclaim 40+ hours while also catching negative feedback that would otherwise go unnoticed. The workflow uses integration and conditional steps, costing a few credits per resolved ticket.