Support questions that show whether the problem was really solved
Ask customers how their last request went, from the first reply to the final answer, and collect what your team needs when a new problem comes in. Each question below comes with when to ask it and what the answer tells you.
What customer support survey questions tell you
Customer support survey questions ask customers whether their problem was solved, how much effort it took, how fast your team replied and how the person who helped them did. A closed ticket only tells you the agent marked it done, and these answers tell you whether the customer agrees.
Ask within a day of the ticket closing, while the conversation is fresh: put the survey link in your closing reply, or email the customers whose tickets closed that day. Pick three or four questions on resolution, effort, one rating and one open question. The report questions at the end belong on a contact form or help page.
Each written answer is read as it arrives and given a category, a theme, a type such as complaint or question and a sentiment, and each response gets an urgency, so an angry reply about an unsolved problem rises to the top. On every plan, workflows post to Slack or Microsoft Teams, and they send responses to Zendesk or Intercom.
- Questions
- 20
- Best asked
- Within a day of the ticket closing
- Industry
- Any business
- Where to find them
- From library in the Usertick survey editor, on every plan
The 20 support questions, with when to ask each
Grouped by what they tell you. Use them as they are or change the wording.
Whether the problem was solved
Lead with resolution and effort, which tell you whether the customer's problem is really behind them.
- 01Yes / No
Was your issue resolved?
The first question to ask after any request. Select No in Results to filter the page to unsolved cases, and give each one an owner in the inbox before the customer writes in again.
- 08Yes / No
Did you get an answer the first time you asked?
First contact resolution from the customer's side. A No means at least one more round of replies, so read it next to the effort score.
- 02Customer effort
How much effort did it take to get help?
A customer effort score for getting help, on a 7 point scale. Results shows the average and the share who found it easy, and selecting a low score shows which channel those customers used.
- 12Yes / No
Do you expect to need help with this again?
Whether the customer expects the same problem again. A Yes points to a fix in the product or a help article that would save the next ticket.
Speed and the person who helped
Rate the reply time and the agent separately, so a slow queue doesn't count against a helpful person.
- 04Stars
How satisfied are you with how fast we replied?
Rates reply speed in five stars. Compare it with the wait time question to see how long customers will wait before the rating drops.
- 14Dropdown
How long did you wait for a reply?
How long the customer waited, in plain ranges. Results shows the share of each, and every I am still waiting answer is one your team should see the same day.
- 05Stars
How would you rate the person who helped you?
Rates the person who helped, apart from the outcome. Put the agent's name in a tag on the survey link, and each answer keeps it, so ratings can reach the right person through Google Sheets or a workflow.
- 10Stars
How friendly was the person who helped you?
Rates the tone of the reply, apart from how good the answer was. Read it next to the rating for the person who helped to tell manner from skill.
- 06Stars
How well did we understand your problem?
Rates how well your team grasped the problem. Read low scores next to the first-time answer question to see whether customers had to explain it again.
How customers reach you
These show which channels customers use and whether they tried to help themselves first, which shapes your help center.
- 07Dropdown
How did you contact us?
The channel the customer used. Selecting one in Results filters the whole page, so you can compare effort and resolution across email, chat and phone.
- 09Yes / No
Did you look for the answer yourself first?
Whether the customer tried your help pages first. A Yes on an unsolved or repeated question points to an article that is missing or hard to find.
- 20Call to action
Most answers are already in our help center
Points to your help center with a button. Put it at the start of a contact form, so customers with common questions can find the answer before they write in.
What to change
Open answers and a follow-up offer give your team a second chance to fix the problem.
- 03Text
How could we have handled this better?
Asks what your team could have done better. Each answer gets a theme and a type, so a pattern such as slow handovers shows up across many tickets.
- 13Text
Is there anything else you want us to know?
A last open question for anything the others missed. Leave it optional, and read the answers with a high urgency first.
- 11Yes / No
Would you like someone to follow up with you?
Offers a follow-up. Add logic so it appears only after an unsolved issue or a low score, and give every Yes an owner in the inbox.
Reporting a new problem
Use these on a contact or bug report form, so your team gets the date, the evidence, a reply address and permission to look in one go.
- 18Date
When did the problem start?
The date the problem started, picked on a calendar. Results shows a calendar of picked dates, which you can match against your release notes or incident log.
- 15File upload
Attach anything that shows the problem, like a photo or a log file
Lets customers attach a photo or a log file to a new request. Results shows the files in a gallery, and picture location data is removed on upload. File upload is on every plan, 1 per survey on Free.
- 16Screenshot
Show us the screen where it went wrong
Captures the screen where the problem showed up, so your team sees the error message as the customer saw it. Results shows a gallery. Screenshot is on every plan, 1 per survey on Free.
- 17Contact
Where should we send our reply?
Collects a name and email for the reply. Results shows them in a table, which suits a form for visitors who aren't signed in.
- 19Consent
May we look at your account to investigate?
Asks permission before anyone opens the customer's account. Put it on the report form, and let your team look only when the customer agrees.
Tips for asking about support
Small choices that get honest, useful answers.
- 01
Ask within a day
Send the survey the day the ticket closes. A week later, customers remember the outcome and forget the details.
- 02
Keep the survey short
Ask whether it was solved, how much effort it took and one open question. A customer who just finished a support conversation won't answer ten more questions.
- 03
Reopen unsolved cases
Give every No on resolution an owner and a status in the inbox, and reach out before the customer has to write in again.
- 04
Rate the agent and the outcome apart
Ask about the person and the result in separate questions, so a policy the agent can't change doesn't lower their rating.
Add these questions to a survey
From the library to the first answers.
- 1
Open the library
In the Usertick survey editor, choose From library, filter by industry and topic, and add several questions at once.
- 2
Or paste your own list
Paste questions reads up to 10 questions from any text on Free, 100 on Starter and 200 on Pro and above, keeps your wording and picks an answer type for each.
- 3
Choose where it runs
Show the survey on your website, send it by email, share its link and QR code, or switch it to a conversation.
- 4
Read the answers
Results counts every score and choice, and Usertick reads each written answer and files it by topic, on every plan.
Templates and more questions about support
Full surveys that ask about the same things, and neighboring topics in the library.
Templates
Browse all templatesFrequently asked questions
Within a day of the ticket closing. Usertick doesn't send automatically when a ticket closes in another system, so put the survey link in your closing reply or email the customers whose tickets closed that day.
Three or four. Ask whether the issue was resolved, how much effort it took, one rating such as reply speed and one open question.
Yes. Yes / No, Customer effort, Stars, NPS, Emoji, Multiple choice and Dropdown questions can be answered inside the email, so put the resolution or effort question first.
On every plan, workflows send responses to Zendesk or Intercom. They can also post to Slack or Microsoft Teams, add rows to Google Sheets or call a webhook.
Yes. Place the survey inside your contact or help page and use the report questions for the date, a screenshot or file, a reply address and permission to look at the account.
Yes. The question library comes with every plan, the free plan included, and the free plan covers 150 responses a month across your surveys.
Yes. Once a question is in your survey, reword it, change its options or its answer type, and add logic to skip it for some answers.
Yes. The library is translated into Usertick's built-in languages, and in any other language it shows in English for you to translate.
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