Customer support follow-up survey, written for the ticket
A free template for after a call, chat or ticket: seven questions about whether the fix worked, what’s still in the way and how the help felt. Your agent fills in the details and sends one link.
Step 1 of 1 · Form
Your fix
Seven questions about the customer’s own fix. The bracketed words are filled in from the ticket.
Question 1 • Pick One
We reconnected your bank feed. Is it syncing again?
Every question in the template.
This is Support follow-up exactly as your customer gets it, in order. Words in brackets change per ticket.
Welcome
Always first
- Title
- Support follow-up
- Your note
- Thanks for working through [the problem] with us. A few quick questions about whether the fix worked.
- What they’ll do
- Answer 7 short questions
- Time
- Encore works it out from the steps. They can stop and pick up where they left off.
Step 1 · Form: Your fix
7 questions · Slides, one question per screen
- 1
We [what you fixed]. Is it working for you now?
Pick One- Yes, it’s fixed
- Partly
- No, it still happens
The first thing to know. The agent fills in the bracket from the ticket, so the customer reads their own fix.
- 2
How sure are you it will stay fixed?
Spectrum- Not sure
- Sure
A slider between two ends. A low answer is worth a second look even when the first answer is yes.
- 3
Is anything still in the way?
Pick Many- No, I’m all set
- The same problem somewhere else
- Something new
- I haven’t tried it yet
Catches the next ticket before it’s written.
- 4
Finish each line with the word that’s closer.
This / Not That- The answer was clear / confusing
- The wait was fine / too long
- Next time I’d rather chat / call
Three quick lines on the answer, the wait and how they’d like to reach you next time.
- 5
How would you rate the help you got?
Spectrum- It didn’t help
- It was excellent
The rating, asked about this conversation rather than the company in general.
- 6
Should we check in again?
Word Pair- Check in next week
- Leave it here
Lets the customer decide whether the ticket is really closed.
- 7
What would have made this easier?
Long answer- Placeholder: In your own words
Their own words, for the support team and the product team.
Ending
Always last
They’re thanked by name and see the answers they gave. You, or your agent, see every answer in Results.
Sending it from a support agent
Over MCP
- Build it
- The agent makes the Flow and its questions from the conversation, filling in the bracketed words.
- The link
- Encore makes a link with the customer’s name on it. Encore doesn’t send email: the agent puts the link in its own reply.
- The answers
- The agent reads the answers back, and can reopen the ticket if the fix didn’t hold.
Start your trial and Support follow-up is ready to edit and send.
Questions about this template.
Yes. It comes with every Encore account, including the 14-day free trial.
The parts that change per ticket, such as what was fixed. Your agent fills them in from the conversation, or you type them before you send it.
It’s seven short questions, one per screen.
Yes. Every question is yours to edit, reorder or delete, for the template or for one ticket.
Yes. Each follow-up has its own Results, and your agent can read every answer back, word for word, across tickets.
Send it with the reply that closes the ticket.
14 days free. Add a card to start; nothing is charged until the trial ends. Cancel any time from Settings.