Support follow-ups about the problem your customer had
When a ticket closes, your support agent, AI or human, has Encore make a short follow-up about that customer’s own issue, and sends their link in the reply.
What your customer sees · on a laptop or a phone, from the link in your reply
Question 1 • Pick One
We reconnected your bank feed. Is it syncing again?
Question 5 • Spectrum
How would you rate the help you got?
From a closed ticket to knowing it worked.
Five steps, in the order they happen.
The conversation closes.
Your support agent, AI or human, asks Encore for a follow-up about that customer’s own problem.
Ticket 4821 follow-upShareTicket 4821 is fixed: Dana’s bank feed stopped syncing after Tuesday’s update, and we reconnected it on the call. Send her a short follow-up about this fix, not our usual survey.
EUsed Encore
Done. I made a Flow in Encore just for Dana’s ticket. Your bank feed fix asks seven short questions, starting with:
- Is your bank feed syncing again? (Pick One)
- How sure are you it will stay fixed? (Spectrum)
- Is anything still in the way? (Pick Many)
Here’s her own link to paste into your reply: encorehq.co/d/dana-4821. Ask me for her answers once she’s done.
Encore builds it from the ticket.
Seven short questions about what was fixed. Change anything before the link goes out.
Your bank feed fix1 stepOne laneBy groupWelcomeAlways firstYour fixSlides · 7 questionsEndingAlways lastStep 1 of 1 · Form
Your fix
Seven questions about this customer’s own fix, built from the ticket. Edit anything before the link goes out.
7questions1stepOpen in Form studioForm 1 of 1Question 1 • Pick One
We reconnected your bank feed. Is it syncing again?
1Yes, it’s fixed2Partly3No, it still happensBackContinueThey open it from your reply.
The link carries their name. Your agent pastes it into the same reply that closes the ticket.
What your customer sees · they open it from your reply
TTally SupportWelcome, DanaYour bank feed fix
Thanks for working through the bank feed with us. A few quick questions about whether the fix worked.
What you’ll do
- Answer 7 short questions
You can stop and pick up where you left off.
BeginThey tell you if it worked.
Whether it’s fixed, what’s still in the way and how the help felt, one question at a time.
What your customer sees · one question at a time
TTally SupportForm 1 of 1Saved to secure sessionQuestion 4 • This / Not That
Finish each line
Move through each line and choose the word that lands closer.
1The answer wasclear
clearconfusing2The wait was
finetoo long3Next time I’d rather
chatcallBackNext linePrefer not to answer
1234567Read what they said.
Results shows that customer’s answers. Your agent can read them back and reopen the ticket if it isn’t fixed.
Results
Dana1Your fixWho you askedCustomer · ticket 4821
Dana
She answered every question and finished the day after the call.
7answers2minutes7 answers, in the order she gave themSortWe reconnected your bank feed. Is it syncing again?Yes, it’s fixedHow sure are you it will stay fixed?72 of 100, toward sureIs anything still in the way?No, I’m all setHow would you rate the help you got?88 of 100, toward excellentShould we check in again?Check in next weekWhat would have made this easier?“Knowing the update would disconnect it. A heads-up email would have saved the call.”
A free template: Support follow-up.
Seven questions. The words in brackets change per ticket: your agent fills them in from the conversation, or you type them.
- 1Is it working now
- 2How sure they are it will last
- 3What’s still in the way
- 4The answer, the wait, chat or call
- 5A rating of the help
- 6Check in again or leave it
- 7What would have made it easier
Preview. Answers here aren’t saved.
SlidesOne question per screenClassicEvery question on one pageQuestions from support teams.
Yes. Connect your agent to Encore over MCP. When a conversation closes, it can build a follow-up from that conversation, make a link with the customer’s name, put the link in its reply and read the answers back later.
Yes. Start from the template, fill in the bracketed text for the ticket, and paste the link into your reply.
A CSAT survey asks every customer the same question about the company. This asks one customer about their own problem: whether the fix worked, what’s still in the way, and how the help felt.
No. They open the link from your reply and answer.
No. Encore makes the link. Your agent or your team sends it, in the same reply that closes the ticket.
14 days free, then $20 a month for one person, or $49 a month for a team of up to five. Your customers answer for free.
Ask about the fix, not just the score.
Connect your support agent, or send the free template by hand. 14 days free, then $20 a month.
Add a card to start; nothing is charged until the trial ends. Cancel any time from Settings.
What your customer sees · when they finish
Thank you, Dana.
Your responses have been recorded. The team can now review what you shared.
Your 7 answers, one tile each
This is what stood out in what you chose.