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CSAT survey email template: what to send after a support ticket closes

By Draft First. Updated October 2026

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. Send it soon after the case is solved and keep it short. Then make sure a person reads and answers every low score, or the survey tells the customer nobody is listening.

The templates below are short on purpose. Swap the [brackets] for your details. All names are made up.

What should a CSAT survey email after a ticket include?

• The ticket. Its number and subject. "How did we do on your export problem?" is clearer than "Tell us about your experience".
• One question. How satisfied were you with the help on this ticket? Use the same scale every time.
• One click to answer. Put the rating links in the email itself. Ask for a comment on the page after they click, and make it optional.
• Who reads it. Say a person reads every answer, but only if that's true.
• A way back in. If the problem isn't really solved, tell them how to reopen the ticket.

1. The standard one-question survey

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.

If the problem isn't actually fixed, reply to this email and the
ticket reopens.

[Support team name]

Only keep the last line if your help desk really reopens a ticket on reply. If it doesn't, say what the customer should do instead.

2. Plain-text version, no buttons

For tools that can't send rating buttons, or customers who read email as plain text.

Subject: One question about ticket [#4850]

Hi Tom,

Your ticket about [subject] is closed. On a scale of 1 to 5, where 5
is very happy, how did we do?

Just reply with a number. A short reason helps, but it's optional.

[Name], [support team name]

3. After a long or escalated case

When a case took days or went to engineering, a one-click survey can feel cold. Say what happened first, in the customer's words.

Subject: Your [subject] case is closed: how did we do?

Hi Dana,

Thanks for sticking with us on [ticket number]. You had to
[what they had to do, in their words], and that took longer than
it should have.

How satisfied were you with how we handled it, from 1 to 5?

[rating links]

If you'd rather talk it through than pick a number, reply and I'll
set up a short call.

[Name]

Only offer the call if someone will make it. An offer nobody follows up on does more harm than no offer.

4. One reminder, then stop

Subject: A quick question about ticket [#4850]

Hi Raj,

Last week we closed your ticket about [subject]. If you have a moment,
one click tells us how we did:

[rating links]

This is the only reminder we'll send for this ticket.

[Support team name]

Send one reminder at most. A survey that keeps chasing someone about a closed ticket can become the next complaint.

Which subject line should you use?

• How did we do on [ticket subject]?
• One question about ticket [number]
• Your ticket [number] is closed: one quick question
• A quick question about your recent support request

Plain subjects that name the ticket tell the customer exactly what you're asking about before they open the email.

When should you send a CSAT survey, and when not?

• Send it soon after the ticket is solved, while the customer still remembers the case. Many help desk tools can send it automatically on close.
• Skip tickets that weren't real cases: spam, duplicates, internal tickets and tickets closed with no reply from the customer.
• Hold it during an outage. Wait until the incident is over before you survey tickets tied to it. Use incident communication templates in the meantime.
• Don't survey the same person over and over. If someone opened several tickets this week, one survey is plenty. Check whether your tool can limit how often one person gets one.

What should you never put in a CSAT survey email?

• A request for a top score. "Anything under a 5 counts against me" puts the pressure on the customer and makes the score useless.
• A long form. Ten questions about one ticket won't get answered.
• A promise you can't keep, like a call back on every response.
• A survey on a ticket that is still open in all but name. Fix it first, then ask.

What should you do with the answers?

Sending the survey is the easy part. As the playbook puts it, a low survey score with no reply tells the customer nobody read it.

The Customer Survey Follow-up play, Play 13 in The CS Agent Playbook, is built for this. It runs every weekday at 10:00 AM, finds responses with a score of 3 or lower out of 5 from the last 24 hours, and on Mondays goes back to Friday so weekend responses aren't missed. For each one it shows the comment exactly as written, the related ticket and the account owner, plus a draft reply from the account owner. The drafts never promise a fix, a date or a credit, and the agent doesn't contact the customer. A person reads each draft and sends it.

Set up your survey now so that works later:

• Store the ticket ID with every response. The play asks for a survey export that includes the ticket ID field, so each low score can be matched to its ticket.
• Keep the comment field. The play quotes the customer word for word.
• Know who owns the account. The reply comes from the account owner, who may not be the person who worked the ticket.
• Pick your threshold. 3 or lower out of 5 is where the play starts. For NPS, it suggests 6 or lower out of 10.

For the reply itself, see how to follow up on low NPS and CSAT scores. For feedback outside of tickets, like after onboarding, use the customer feedback request emails.

How do you draft a CSAT survey email with AI?

Draft a short customer satisfaction survey email to send when a
support ticket is closed.
Use these placeholders: [ticket number], [ticket subject],
[customer first name], [support team name].
Ask one question: how satisfied they were with the help on this
ticket, on a scale of 1 to 5. Leave a placeholder for the rating links.
Say that a comment is optional.
Only say that a person reads every answer if I confirm it's true:
[yes or no].
Give me three subject lines that name the ticket.
Under 90 words. No exclamation marks, no "we value your feedback".
This is a draft for me to edit.

Keep real customer names out of the prompt. The placeholders get filled in by your help desk template, not by the AI tool. Only use an assistant your company approves.

Questions

When should I send a CSAT survey after a ticket closes?

Soon after the ticket is solved, while the customer still remembers the case. Many help desk tools can send it automatically when a ticket closes. Skip spam, duplicates and tickets tied to an incident that is still open.

How many questions should a CSAT survey email have?

One rating question about that ticket, plus an optional comment. Anything more belongs in a separate survey.

What scale should a CSAT survey use?

Pick one and keep it, so scores can be compared over time. A 1 to 5 scale is common. The Customer Survey Follow-up play in The CS Agent Playbook starts by flagging scores of 3 or lower out of 5.

What should I do when a customer gives a low score?

Answer it within a day, from a real person, using their own words. Don't promise a fix, a date or a credit. The guide on following up on low NPS and CSAT scores has reply templates.

Can AI write CSAT survey emails?

It can draft the email and subject lines from your ticket fields, and a person should still read it before it goes into your help desk template. For low scores, an agent can draft the replies, and a person reads and sends each one.