Getting real-time feedback on how easy it is for customers to get help is gold for any service team. But manually sending surveys after every ticket closes? That’s a pain and easy to forget.

This hack shows you how to automate Customer Effort Score (CES) surveys in HubSpot so every closed ticket triggers a survey email - no manual work, no missed feedback. It’s built right into HubSpot Service Hub, so you can get started in minutes.

Why is this hack helpful?

Collecting CES feedback right after a support interaction gives you the clearest picture of how effortless your service really is. Here’s why automating it matters:

  • Capture feedback at the perfect moment: Customers respond best immediately after their issue is resolved.
  • Measure true customer effort: CES surveys focus on how easy it was to get help, a key driver of loyalty.
  • Spot pain points fast: Automated feedback means your team can quickly identify and fix frustrating experiences.
  • Keep your team in the loop: Automatic notifications ensure owners and managers see results and can act.
  • Save time and stay consistent: No more manual surveys sends or missed opportunities for insight.

Steps to Set It Up

Step 1: Create your CES survey

  1. In HubSpot, go to Service > Feedback Surveys
  2. Click Create Survey
  3. Select the Customer Support (CES) survey template. It’s ready to go and easy to customise
  4. Personalise the questions, branding, and wording to fit your business tone

Step 2: Set delivery and automation rules

  1. Choose to send the survey via email
  2. Set the trigger to send when a ticket is closed
  3. Adjust timing to your preference: send immediately, after an hour, or the next day
  4. Configure notifications so survey results go to:
    • Contact owner 
    • Ticket owner
    • Any other relevant team members 

Optional: Integrate with Slack or Microsoft Teams

  • Use HubSpot’s Slack integration to send real-time alerts when new CES feedback arrives
  • Or connect with Microsoft Teams for instant notifications

Step 3: Analyse and act on results

  • Review CES responses in HubSpot’s Feedback Dashboard to track trends over time
  • Use insights to coach your service team and improve customer experience continuously

Wrap Up

Automating CES surveys in HubSpot Service Hub is a no-brainer for any service team serious about customer experience. It saves time, captures feedback at the right moment, and turns data into action.

Set this up today and start turning every ticket closure into an opportunity to learn and improve.

Want help building more smart automations in HubSpot? Reach out and let’s make seamless workflows together.