Customer Support Feedback

"Was your issue resolved?" This template gives customers three honest answer choices: yes completely, partially, or no. That single required question separates a support team that closes tickets from one that actually fixes problems, and it anchors a form built to track CSAT scores, response time ratings, and resolution outcomes in one pass.

Nine questions that mirror the life of a support ticket

The form runs to 9 fields spread across two content pages, with an ending page to thank the customer, and takes about 3 to 4 minutes to finish. It opens with required name and email fields so every response can be matched to a real ticket, then asks the customer to classify their case with an Issue Type dropdown: Technical Issue, Billing Question, Feature Request, General Inquiry, or Other. A short required Subject line ties the feedback to a specific conversation.

The measurement block does the heavy lifting. A 5-point Support Experience rating captures the overall impression, the resolution question records whether the problem was actually solved, and a separate 5-point Response Time Satisfaction rating keeps speed and quality from blurring into one number. A fast reply that fixed nothing should not score the same as a slow reply that fixed everything. An optional Additional Details box collects the story behind the scores, and the form closes with the classic NPS question: "How likely are you to recommend us to a friend or colleague?"

Teams that read this data every Monday

Support managers use it to spot agents who resolve tickets fast but leave customers cold, or the reverse. SaaS help desks send it after ticket close to keep CSAT trends current instead of quarterly. Agencies and MSPs that run support for several clients duplicate the form per client and compare resolution rates side by side. Because respondents identify themselves by name and email, a low score is not an anonymous complaint, it is a follow-up waiting to happen.

Bend the form around your own queue

Every field is editable, so the five issue types can be swapped for the categories your help desk actually uses, and the rating questions can be reworded to match your internal CSAT language. The template is built for conversational mode, which shows one question at a time and feels less like paperwork to someone who just came out of a frustrating ticket. Add your logo and brand colors, then send the form out by direct link or QR code, embed it on your site, or drop it into a WordPress page with the Uplup plugin's shortcode.

Responses land in a dashboard with per-question breakdowns, so you can watch the resolution split or the NPS distribution without touching a spreadsheet. Export everything to CSV, or push each submission into your help desk tooling through webhooks and Zapier. And since the template is free to use, nothing stops a one-person support team from running it today.