Send CSAT Surveys Automatically
When a ticket is resolved in Freshdesk, WebRun waits your specified delay, drafts a short CSAT email to the customer for an agent to approve, and logs each sent survey and its response into a Google Sheet for tracking.
How can I automatically send CSAT surveys after support tickets are resolved?
When a ticket is resolved in Freshdesk, WebRun waits your specified delay, drafts a short CSAT survey email for an agent to approve, and logs each survey and its response into a Google Sheet - so your satisfaction scores stay current without anyone chasing customers manually.
- CSAT surveys sent after every resolved ticket without manual effort
- Responses logged automatically in Google Sheets for trend analysis
- Agents approve every email before it goes out
Built for customer support teams · SaaS companies · helpdesk managers · customer experience teams
What does WebRun do on every run?
The exact actions WebRun takes, in order - in plain language, so you can adjust anything.
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WebRun signs in and gets to work
Opens
freshdesk.comin a real browser with your saved login - no setup, no API keys. -
1
Freshdesk - detect newly resolved tickets
freshdesk.com
WebRun opens Freshdesk to detect newly resolved tickets. - Check for tickets that moved to Resolved status in the last run cycle
- Retrieve the customer name, email, ticket subject, and resolving agent
- Skip any customer who already received a CSAT in the past 30 days
Done when All newly resolved tickets are listed with customer contact details and no duplicate sends.
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2
Gmail - draft the CSAT survey email
gmail.com
WebRun opens Gmail to draft the CSAT survey email. - Draft a short, friendly CSAT email thanking the customer and asking them to rate the experience
- Include a one-click rating link (1–5 stars) and the ticket reference
- Save as draft - an agent or manager reviews and approves before sending
Done when A CSAT draft email exists in Gmail for each resolved ticket - nothing sent yet.
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3
Google Sheets - log survey sends and responses
google.com
WebRun opens Google Sheets to log survey sends and responses. - Open the CSAT tracking sheet and add a row: ticket ID, customer, agent, send date
- Update the row when a response arrives (score, comment, response date)
- Highlight rows with a score of 1 or 2 so a manager can follow up
Done when Every sent survey has a row in the sheet, with low scores flagged for follow-up.
How is each run configured?
Secure by default
Connect once, stays signed in
WebRun signs in once and keeps each session in a persistent environment, so every run picks up right where it left off.
Every action is checked against this policy before it runs.
Questions, answered
Will it email customers without someone reviewing it first?
No - every CSAT email is saved as a Gmail draft. An agent or manager reviews and sends it manually, so the wording is always checked.
How does it avoid bombarding the same customer?
It checks the sheet and skips any customer who received a survey in the last 30 days - the window is configurable.
What happens with very low CSAT scores?
Rows with a score of 1 or 2 are highlighted in the sheet, making it easy for a manager to spot and personally follow up.
Related templates
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