For support and success teams
Ask for Testimonials After Support Tickets
A customer who just watched your team fix their problem is often warmer than one who never had a problem at all. Pick the date a ticket was resolved and get a short plan for when to ask, when to remind and when to leave it alone.
- Wait until the fix has held
- Dated ask and reminders from one resolve date
- Clear rule for tickets you should not follow
The problem, solved
Where post-ticket praise slips away
Situation 1 of 5
"You are the best!" sits in a ticket reply
The kindest words a customer writes about you are often in the help desk, where marketing never sees them and they cannot be published.
How StoryProof solves it
The agent can share the StoryProof collection link by hand, right in that ticket thread, while the customer is still glad.
Situation 2 of 5
Agents close fifty tickets and forget to ask
Asking is nobody’s job in a busy queue, so it happens on quiet days and never on the days with the best outcomes.
How StoryProof solves it
Add the customers whose tickets went well to your StoryProof contacts, and send each one an email request from there.
Situation 3 of 5
We asked and the problem came back
A request that lands on the day the bug returns reads as tone deaf, and the reply is a complaint instead of a testimonial.
How StoryProof solves it
From Pro, a review of 2 stars or fewer alerts your team urgently and sends the customer a personal apology email.
Situation 4 of 5
They meant to answer, then went back to work
Their problem is solved, so your email is no longer urgent to them. One unanswered request usually ends it.
How StoryProof solves it
From Pro, StoryProof sends a reminder three days after the request and a last one four days later, and stops once the customer responds.
Situation 5 of 5
The praise is about one agent, not the product
A quote thanking Sam for staying late is lovely, but it belongs on your support page, not your homepage.
How StoryProof solves it
Tag support stories by topic, then choose which ones appear in the widget on your help or support page.
Timeline
Plan the ask from the day the ticket closed
Pick the date a ticket was marked resolved. The plan waits for the fix to hold before anyone asks.
Day 0
Close the ticket properly
Confirm what was fixed and how to reach you if it comes back. Ask for nothing today.
Day +2
Check the fix held
Look for a reopened ticket or a new one from the same customer. If there is one, stop here.
Day +3
Send the request
Mention the problem by name and thank them for their patience. One link, two questions about what happened and how it was handled.
Day +6
First reminder
A short nudge with the same link. StoryProof’s follow-up automation can send it for you.
Day +10
Last reminder, then stop
One more line, then leave it. A satisfied customer who stays quiet is still a satisfied customer.
Day +14
Approve and place it
Read the reply, approve it, and add it to the support page widget if it is about the help they got.
Dates are worked out on this page. Nothing you pick is saved.
Which resolved tickets qualify
Not every closed ticket is a good one to follow. Use the outcome, not the agent’s mood.
In StoryProof
Run it in StoryProof
- 1
Make a support form
Write two prompts about the problem and how it was handled. Customers answer by text, audio note or video.
- 2
Pick qualifying tickets once a week
Use the table above and add those customers to your StoryProof contacts.
- 3
Send the request by email
Send from StoryProof, or paste the link into the ticket thread if the customer answers there faster.
- 4
Let reminders and alerts run
On a plan with automations, reminders chase quiet customers and a low rating reaches your team at once.
- 5
Approve, tag and place
Approve each reply, tag it as support, and pick it for the widget on your support page.
What happens next: Share the published ones with the agents named in them. It is the cheapest morale boost a support team gets.
Before you start
Things to keep in mind
StoryProof does not read your help desk
Choosing tickets and adding customers to contacts is a manual step. Nothing here connects to your ticketing tool.
Ticket text is not a testimonial
Praise written in a private ticket was not written for publication. Ask the customer to say it again through the form.
Ask the customer, not the account
Send the request to the person who raised the ticket. Their manager did not experience the fix.
Do not pay agents per testimonial
A target per agent pushes people to ask customers who are not ready. Count the asks, not the results.
FAQ
Questions people ask
Short answers to what usually comes up next.
Why wait a few days after the ticket is resolved?
A fix that breaks again two days later turns a testimonial request into an irritant. Waiting until the fix has held means you only ask customers whose problem stayed solved.
Should the agent or the company send the request?
The agent’s name usually gets more replies, because the customer knows them. Send from StoryProof with the agent’s name in the message, or have the agent paste the link into the thread.
Is a story about a problem good marketing?
Often yes. Prospects know things go wrong. Seeing how you handled it can reassure them more than a quote saying nothing ever did.
What if the customer only praises the agent?
Use it on your support page or careers page, where it fits. Do not move it to a product page where it would suggest something the customer did not say.
Still have a question? Ask the StoryProof team or book a demo.
Turn your next resolved ticket into a testimonial
Set up a support form and send the first request this week.
Last updated 2026-11-05.