Type, urgency and category on every answer
Each answer is filed as a complaint, a question, a bug, an idea or praise, with an urgency and a category from your list. A teammate can correct any reading, and the correction counts everywhere.
Customer support teams
Know how every ticket ended, and fix the ones that went wrong
Ask customers after a ticket, a chat or a call, in your reply, by email or on your help center. Usertick reads every answer for its urgency and type, and sends the ones that need a person to Slack, Zendesk or Intercom.
Ratings that reach an agent the same day
Survey software for customer support teams needs to answer two questions after every conversation: how it went, and whether the customer still needs help. A rating answers the first. The words that come with it answer the second, so Usertick keeps them together and puts them in front of an agent while there is still time to reply.
Put the survey's link in your macros, your signature and the email your help desk sends when a ticket is solved, each tagged with where it was sent. Email the follow-up to the customers whose tickets closed, open a rating on your site when a chat ends, and ask "Was this article helpful?" under every help article.
Every written answer is read as it arrives and filed by type, urgency and category, in any language. Workflows post the urgent ones to Slack or Microsoft Teams and open a Zendesk ticket for the ones that need a reply, and Results shows CSAT and effort for the whole team against the period before.
- Plans
- Link and email surveys, the inbox and AI reading on every plan, the free plan included
- Channels
- Replies and macros, email after the ticket, your site and help center
- Team
- 2 members on Free, 3 on Starter, 10 on Pro, no member limit on Business
- Tools
- Slack, Teams, Zendesk and Intercom on every plan, other help desks through Zapier
Ask where each conversation ends
A short survey after every ticket, chat, call and article, tagged with where it came from.
In the reply that closes a ticket
Add the survey's link to your macros, your signature and the email your help desk sends when a ticket is solved. Tag each link with where it was sent, and the tag stays with every answer.
By email after the ticket
Send the follow-up to the customers whose tickets closed, with the first question inside the message. Selecting an answer opens the rest of the survey with it filled in.
When a chat ends
Send an event from your page when a chat closes, and the rating opens while the conversation is still on screen. Starter and above, and 1 survey on Free.
After a phone call
Email the phone rating to the people who called, or add its link to the text your phone system sends, and ask about the wait and the person they spoke with.
At the end of a help article
Place "Was this article helpful?" under your article template once, and add a rule that asks readers who answer No what was missing.
Know what each answer needs before you open it
Every written answer is read as it arrives, in any language, on every plan.
A queue the whole team works from
Assign answers to one or more agents, move them from Open to In progress to Resolved, and start each shift from the Urgent, Unassigned and Assigned to me views.
Send each answer to the person who can fix it
Workflows route answers by urgency, category, language or the link they came from.
Urgent answers in Slack or Teams
Post high-urgency answers and low ratings to the support channel, and assign or resolve them with the buttons on the post. Every plan.
The agent or specialist who should see it
Mention the billing specialist on billing answers, notify the agents who speak Spanish about answers in Spanish, and send answers from an agent's tagged link to that agent. Every plan.
A Zendesk ticket for every answer that needs a reply
Open a ticket with the answers as an internal note, the customer as the requester and your own tags and fields, or add an event to the customer in Intercom. Every plan.
Freshdesk, Help Scout, Front and Gorgias
Create a ticket or a conversation in the help desk you use, with the answers inside, through a Zapier step in the workflow. Every plan.
Report on support quality
Ratings, effort and the reasons behind them, for the whole team.
CSAT and effort with their change
Results shows the share of customers who rated 4 or 5, the average effort and the share whose issue was resolved, each against the period before.
The reasons behind low ratings
Select the low ratings, and the whole page shows those customers alone, with the themes they wrote about and how often each came up.
A dashboard for the support lead
Start from Live chat quality, Phone support or Support effort, and keep CSAT, effort and the latest comments on one screen.
The weekly report, sent for you
Send a survey or a dashboard as a PDF to email, Slack or Teams every Monday. Pro and above.
An alert when ratings slip
Set a line for the average score or for urgent answers, and Usertick posts to Slack or Teams once it is crossed, checking every hour once the window has 30 answers. Every plan.
Works with the help desk your team uses
Send answers to Zendesk, Intercom and the help desks Zapier reaches, post the urgent ones to Slack or Teams, and keep a running log in Google Sheets.
See all integrationsHow support teams start with Usertick
Four steps from the first link to a weekly quality report.
- 1
Choose the moment
Start from Support follow-up, Live chat rating or Phone support rating, or describe the moment to Create with AI.
- 2
Put the link where tickets end
Add the link to your macros and the solved-ticket email with a tag for each, or email the survey to the customers whose tickets closed.
- 3
Route the answers
Add a workflow that posts urgent answers to your support channel and opens a Zendesk ticket for the ones that need a reply.
- 4
Review quality every week
Build a dashboard from a support template, and send it to the team every Monday.
How support teams get ratings they can use
Six habits that keep ratings honest and follow-ups fast.
- 01
Ask the day the ticket closes
A rating sent the same day describes that conversation. A week later, it describes the company.
- 02
Ask whether it was solved
Start with whether the issue was resolved, then how easy it was. A high rating on an unsolved ticket still needs a person.
- 03
Ask again on the next ticket
Each email send skips people who already received the survey, so turn that off when every ticket should get its own rating.
- 04
Tag every link
Give each macro, signature and help desk email its own tag, so you know which reply brought each answer.
- 05
Read the comment before the score
Two 2-star ratings can mean a slow reply or a broken product. The comment tells the agent which one to fix.
- 06
Give every low rating an owner
Assign it, reply in your help desk and mark it Resolved, so the queue shows only what is still open.
Templates and questions for support teams
Start from a template written for tickets, chats, calls and help articles, and change any question.
Templates
Browse all templatesSupportSupport follow-upCheck whether a support conversation actually solved the problem, how much effort it took and how the person who helped did. Send it automatically when a ticket is closed.
SupportLive chat ratingRate each chat conversation and see whether it solved the problem the first time. Show it when the agent closes the chat.
SupportPhone support ratingMeasure hold times, first-call resolution and how callers rated the person they spoke with. Send it by text or email right after the call.
SupportHelp article feedbackLearn whether your help articles answer people's questions and which topics are missing or outdated. Add it to the bottom of every help article.
Questions from the library
Browse the question library- Was your issue resolved?Yes / No · Support
- How much effort did it take to get help?Customer effort · Support
- How would you rate the person who helped you?Stars · Support
- Did you get an answer the first time you asked?Yes / No · Support
- How many times did you have to explain the problem?Number · Complaints and escalation
- Did chat solve your problem?Yes / No · Chat with the shop
- How did the handover to a person go?Multiple choice · Chatbots and self service
- Did you find the answer you came for?Yes / No · Content and docs
Frequently asked questions
Add the survey's link to the email your help desk sends when a ticket is solved, and every solved ticket carries it. Usertick doesn't watch your help desk for closed tickets, so it never sends a survey on its own. You can also email the follow-up to a list of customers, or open it on your site with an event from your code, on 1 survey on Free and on every survey from Starter.
Yes, on every plan. A workflow opens a Zendesk ticket with the answers as an internal note, the customer as the requester when their email is known, and your tags and fields. Intercom gets an event on the existing contact with the score, the type, the theme and the urgency.
Freshdesk, Help Scout, Front, Gorgias, Zoho Desk, Jira Service Management and Freshservice, through a Zapier step in a workflow, on every plan. ServiceNow works the same way and needs a paid Zapier plan.
Usertick has no report per agent. Tag each agent's link, such as ?agent=dana, and on every plan a workflow can send their answers to them or add every answer to a Google Sheet with its link, ready to group by agent. A question that asks who helped also works, since selecting an answer filters Results to those customers.
AI reads every answer with something written and gives it an urgency, a type and a category, on every plan. The Urgent view in the inbox lists them, and on every plan, a workflow can post them to Slack or Teams as they arrive.
Yes, on 1 survey on Free and on every survey from Starter. Send an event from your page when a chat ends, such as Usertick.trigger('chat_closed'), and the rating opens on the page. Set the survey to show on every visit, so customers are asked after each chat.
Yes. The AI reads answers in any language, and a survey can hold 3 languages on Starter and every available language on Pro, with AI translation from Starter. Each customer sees the survey in their browser's language when it has it.
Free includes 2 members, Starter 3 and Pro 10, and Business has no member limit. Plans are priced per organization: $24 a month for Starter, $94 for Pro and $359 for Business.
Yes. A link or website survey carries no name unless your site tells Usertick who is signed in or the customer types it in. Usertick stores a salted hash of the IP address, never the address itself.
Link and email surveys, the help article question, AI reading, the inbox, alerts and workflows to Slack, Teams, Zendesk, Intercom and the help desks through Zapier come with every plan. Starter adds chat ratings on every survey and 3 members, Pro adds scheduled reports and 10 members, and Business has no member limit.
Listen better, act faster, and build what truly matters.
Start free, see what your customers mean, and get each answer to the person who can act on it.
- 150 responses a month on Free
- Every channel and AI analysis
- No card needed