How to Automatically Survey Customers on Every Closed Autotask Ticket

How to Automatically Survey Customers on Every Closed Autotask Ticket

The best customer satisfaction survey is the one that actually gets sent. Manual CSAT - where someone is supposed to remember to email a client after a ticket wraps up - is the one that never happens, because on a busy desk nobody has the time or the memory for it. So most MSPs end up measuring satisfaction on gut feel and finding out about unhappy clients the hard way, through a churn call or a bad review.

The way to fix that is to take the remembering out of it completely: a survey that fires automatically the moment a ticket is closed in Autotask, with no human in the loop. Here's how to set that up in Canopy.

How it works

Canopy connects to Autotask over the REST API and real-time webhooks. The instant a ticket's status changes to complete, Canopy queues a satisfaction survey and emails the contact - a branded email with a one-click emoji rating they can answer straight from their inbox, no login and no form. The response flows back into your dashboard automatically, attributed to the technician who handled the ticket, so you get CSAT by company and by technician without anyone lifting a finger.

Setting it up, step by step

1. Connect Autotask. In Canopy's settings, enter your Autotask API credentials, generate a webhook secret, and register the webhook URL in Autotask under Admin → Webhooks. It takes a couple of minutes, and from then on Autotask notifies Canopy the moment anything relevant happens - no polling, no delay.

2. Choose which tickets trigger a survey. Pick the status change that should fire a survey - typically "Complete" - and set your filters so only the right tickets count. You can scope by queue, company or ticket type, so internal or automated tickets don't generate surveys.

3. Brand and word the survey. Set the email to match your colours and logo so it looks like it came from you, not a generic third party. Adjust the wording, and add an optional follow-up question if you want a little more detail than the emoji rating alone.

4. Set your smart rules. Control exactly who gets surveyed. Exclude specific email addresses, whole domains, or tickets with certain subject keywords, and skip any ticket that has no technician assigned. You can also set a delay - send immediately on close, or wait a set time - so surveys land when they'll be best received.

5. Turn it on and let it run. That's it. From here surveys send themselves on every qualifying ticket close, responses arrive in real time, and your CSAT dashboard fills with data - by company, by technician, and over 30/60/90-day trends - with no manual chasing.

Why one-click matters

A quick word on response rates, because they make or break the whole exercise. The reason Canopy uses a single-click emoji rating straight from the email - rather than a link to a login or a multi-question form - is that friction kills responses. Every extra step between "how did we do?" and the customer answering loses you data. A one-tap rating gets response rates high enough that the numbers actually mean something, and you can layer an optional follow-up question on top for the customers who want to say more.

From data to action

Automating the survey is step one; the point is what it unlocks. Once satisfaction is captured on every closed ticket, you can spot an at-risk account the day a rating comes in rather than the month they decide to leave, see which technicians consistently delight customers, and finally answer "how are our clients feeling?" with a number instead of a shrug. Autotask closes the ticket; Canopy makes sure you hear how the customer felt about it - automatically, every time. Set it up once, and your CSAT programme runs itself.