CRM
Support-Sentiment Drop Triggers Renewal Escalation
When a Zendesk ticket from a renewing account shows negative sentiment and the account already trends down in usage, it escalates to the account team via PagerDuty and logs…
How it runs
The automated pipeline, trigger to output.
- TriggerZendesk ticket created or updatedZendesk
- LogicClassify ticket sentiment and frustration
- LogicCheck HubSpot company for usage decline and near renewal
- ActionLog renewal-risk event on HubSpot companyHubSpot
- OutputRaise PagerDuty incident for account teamPagerDuty
What it does
This workflow combines two leading churn signals — an angry support ticket and declining usage — into a single high-confidence renewal-risk escalation. A frustrated customer who is also disengaging is the most likely to leave, so this fires a real-time alert rather than waiting for a nightly batch.
When to use it
Use it for high-value accounts where a single bad support experience near renewal can tip the deal. Best when support runs on Zendesk and CRM lives in HubSpot.
How it works
- 1A new or updated Zendesk ticket triggers the run.
- 2The ticket text is classified for negative sentiment and frustration.
- 3A logic step checks the linked HubSpot company for a downward usage trend and near-term renewal.
- 4If both sentiment is negative and the account is at risk, the run continues; otherwise it stops.
- 5A renewal-risk event with ticket and trend context is logged on the HubSpot company.
- 6A PagerDuty incident is raised to the account team for same-day follow-up.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect HubSpotCRM, deals, marketing, support.
- 3Connect PagerDutyIncidents, on-call, escalations.
- 4Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 5Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 6Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
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Run it inside a business
This workflow drops into a full company template. Import the org, and this is one of the playbooks its agents run.
Run this workflow in your colony.
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