Post-Resolution CSAT Sender: Measure Satisfaction on Every Ticket, Not by Accident

The problem this kills

You know you should measure satisfaction after every resolved ticket. In reality it happens in fits and starts: someone remembers to send a survey one week, forgets the next, blasts the same customer three times in a row, or surveys a fuming customer right after a painful escalation. The numbers you do collect are too patchy to trust, and you can't fairly compare one agent to another because the sampling is all over the place.

The fix isn't a five-figure survey platform. It's a small, dependable tool that takes your list of resolved tickets, proposes a clean batch of who to survey — skipping anyone you've surveyed too recently, and anyone on a suppression list — lets a lead approve the send, fires off a one-click survey, and files every rating and comment back against the right ticket and the right agent. Consistent in, consistent out. You do not need to be a developer to build it.

What you'll build

A simple internal web tool for your support team. You import your resolved tickets (from a CSV or Google Sheet) with the customer email, the agent who handled it, and the resolution date. The tool proposes a survey batch — automatically holding back customers who are still inside your cooldown window or on a suppression list, and never surveying the same ticket twice. Your support lead reviews the proposed batch, trims or approves it, and only then does Resend send each customer a one-click CSAT survey. When the customer clicks a rating on the hosted survey page and (optionally) leaves a comment, the response is stored against the original ticket and agent — so you get clean, comparable satisfaction data, gathered the same way every time.

What's inside the Implementation Plan

The downloadable plan is a step-by-step file you paste into an AI coding agent. It opens by interviewing you about your business — how tickets get resolved and in what system, the exact columns and naming in your ticket export, how you identify agents, what your CSAT scale and survey question should be, your per-customer cooldown, and your suppression rules (VIPs, recently-surveyed, opt-outs, post-escalation cool-off). It reads a short spec back to you for a thumbs-up, then builds the tool around your answers instead of a generic template. From there it walks the agent through the data model, the ticket import, the batch proposer (with cooldown and suppression), the lead's approval gate, the Resend send, the hosted one-click response page, and the response capture linked to ticket and agent. Every step ends with a ready-to-copy prompt.

The governance it includes (this is the point)

This isn't a toy. The plan builds in the controls a real support function needs: login so only your team can use it, row-level security so people only see their own organization's tickets and responses, a complete audit trail of every batch proposed, approved, and sent (who, what, when), a hard human-approval gate so no survey goes out until a lead signs off on the batch, and duplicate guards so the same ticket can never be surveyed twice and the same import can't be processed twice. The cooldown and suppression rules are enforced before a lead even sees the batch, so customers are protected from survey fatigue by design.

Who it's for

Support leads, customer-service managers, and ops people who want reliable, comparable CSAT across every agent without paying for a heavyweight survey tool. If you can export a list of resolved tickets, you can build this.

You've got this — open the plan, paste the first prompt, and you'll be proposing your first real survey batch this afternoon.