CUSTOMER SUPPORT
Escalate CSAT Detractors to Slack on Survey Submission
When a customer submits a low CSAT rating on a Zendesk ticket, instantly post the full context to a Slack escalation channel and tag the ticket owner so a human can recover…
How it runs
The automated pipeline, trigger to output.
- TriggerZendesk CSAT rating submittedZendesk
- LogicContinue only if rating is a detractor (1-2)
- ActionFetch ticket, requester, and comment from ZendeskZendesk
- OutputPost escalation alert to Slack, tag assigneeSlack
What it does
Watches for CSAT survey responses on solved Zendesk tickets and routes any detractor score (1 or 2 stars) into a dedicated Slack channel within seconds, complete with the customer's comment, ticket link, and assigned agent. Happy and neutral scores are silently ignored so the channel stays signal-only.
When to use it
Run this when your team closes tickets faster than anyone can read survey comments, and a single angry response can sit unseen for days. It turns passive survey data into an active recovery trigger.
How it works
- 1A Zendesk webhook fires the moment a satisfaction rating is recorded on a ticket.
- 2A logic step checks the score: if it is "good" or unrated, the run ends; only "bad" ratings continue.
- 3An action call pulls the full ticket, requester profile, and verbatim survey comment from Zendesk.
- 4The final step posts a formatted alert to the #csat-escalations Slack channel, @-mentioning the original assignee with a one-click ticket link.
Set it up
What you configure once, before turning it on.
- 1Connect ZendeskTickets, queues, knowledge base.
- 2Connect SlackChannels, DMs, threads, mentions.
- 3Set each agent's modelWe leave models unset so you pick the tier — fast + cheap, or top-quality.
- 4Tune it to your dataEdit the prompts, filters, and field mappings so it matches how your team works.
- 5Test, then turn it onRun once against a sample, confirm the output, then enable the trigger.
More Customer Support workflows
Send a tailored Loom onboarding sequence on Front first-reply
When a new customer's first email lands in Front, this picks the Loom onboarding walkthroughs matching their plan and use case, builds a friendly sequenced reply.
Suggest the right Loom video by classifying Intercom message intent
Reads each new inbound Intercom conversation, classifies what the customer is trying to do, and surfaces the best-matching Loom walkthrough to the agent as an internal note.
Draft personalized fix-live replies for support to review
When a Sentry issue resolves, an agent reads each linked ticket's full thread and drafts a tailored 'your fix is live' reply per requester.
Close the loop with requesters when a Linear bug moves to Done
When a Linear issue created from a support escalation moves to Done after deploy, look up the originating Zendesk tickets and notify each requester that their reported bug is…
Reopen and notify Front conversations when their bug fix deploys
When a deploy resolves a Sentry issue, find the snoozed or closed Front conversations linked to it, reopen them, and send the customer a reply that the fix is now live.
Tell Intercom users their reported bug shipped after a Vercel deploy
On a successful Vercel production deployment, match the release's resolved Sentry issues to Intercom conversations and message each affected user that their reported issue is…
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.
14-day trial. No DevOps. No Sales call. Provisioned in under a minute.