ListenAsk at the right moment.
Add four branded rating icons to your Autotask completion email, alongside the ticket number and title.
In the closure email CUSTOMER FEEDBACK FOR AUTOTASK MSPs
Every ticket
has a story.
Hear it.
Your team fixes the problem. Listen Up helps you understand the experience—with simple feedback that starts in your ticket closure email.
Four clear choices · No customer sign-in
A LITTLE FEEDBACK. A BIG DIFFERENCE.INTERACTIVE DEMO
N
Northstar ITExample support team
Ticket completeT20261013.0042· Laptop connection issue
How did we do?
A moment of your time makes a difference.
Demo only. Nothing is submitted or stored.
Less effort to respond.
More context to act.
More context to act.
Made for Autotask
Designed for conversations
Built by Arrival
FROM CLOSED TICKET TO OPEN CONVERSATIONClose the ticket.
Close the ticket.
Keep listening.
Bring feedback into the support journey your customers already know. No separate survey campaign to remember.
Make it easy to answer.
Customers choose a rating, leave an optional comment and confirm their feedback. No account required.
In their own wordsKnow what to do next.
See the ticket context, assign a follow-up and record what happened. Turn a rating into a useful conversation.
Back with your teamRESPONSE DETAIL · ILLUSTRATIVE EXAMPLE
Average experienceT20261013.0042
“All fixed in the end. I would have liked an update while I was waiting.”
COMPANYAcorn Studio
TICKET CONTACTAlex Morgan
The technical picture, in a paragraph.
A network configuration issue prevented the laptop from connecting. Settings were corrected and connectivity was tested with the customer.
Example summaryJSFollow-up assignedCheck in with the customerOpen
THE SCORE IS JUST THE STARTFeedback with
Feedback with
the full picture.
A low score needs understanding. A great score deserves recognition. Keep the customer, ticket and next action together.
- Company and contact details from Autotask
- Open the original ticket in a click
- Short technical AI summaries for reviewers
- Assigned follow-ups, due dates and history
THOUGHTFUL DETAILS. EVERY DAY.Small touches.
Small touches.
Better conversations.
From the first rating to the final follow-up, give customers and your team a clearer experience.
A helpful reminder.
On private ticket links, customers can request a plain-English AI reminder before responding. Choose Claude, OpenAI or Gemini with your own API key.
Your brand, their choice.
Use your company name and choose from four icon styles. Keep the experience familiar from the email to the feedback page.
Spot the patterns.
Track CSAT and explore feedback by company, technician or queue. Export reports to share the picture with your team.
Follow up thoughtfully.
Configure Mailgun alerts for Poor and Average ratings, with delivery status and optional weekly digests.
AI reminders, email alerts and scheduled reports require the relevant connections and workflow setup.
BUILT BY AN MSPWe wanted to hear
We wanted to hear
our customers better.
So we built Listen Up.
Listen Up began at Arrival with a practical need: keep collecting useful feedback when a support ticket closes.
It’s shaped around the work a service desk actually does—understanding the incident, hearing the customer and making the next conversation count.
Arrival THE MSP BEHIND LISTEN UPA FEW GOOD QUESTIONSBefore you
Before you
listen in.
Does this work with Autotask?+
Yes. Listen Up provides HTML for your ticket-completion notification, and connects to the Autotask API for ticket context and summaries. Private reminder links need a provisioning step in your closure workflow.
Do customers need an account?+
No. They open the feedback link, choose a rating, optionally leave a comment and confirm. Your team signs in separately to review the responses.
Is AI required to collect feedback?+
No. Ratings and comments work without AI. Reminders and reviewer summaries are optional, use your selected provider and API key, and are generated when requested.
Can we use our own branding?+
Yes. Set your company name and choose one of four feedback icon styles. The exported email template and customer page use your saved choices.
How do we get started, and what does it cost?+
We’re introducing Listen Up through guided onboarding. Contact Arrival for a walkthrough, setup requirements and pricing. No public pricing or self-service trial is offered on this page.
Ready to hear
the other side?
Let’s talk about feedback for your service desk.
Book a walkthrough Talk to Chris at Arrival · chris@arrival.co.uk