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Weekly Slack digest: ticket volume and CSAT average to service channel

One of 565 written HubSpot workflow specs, by a collective of independent HubSpot consultants.

Professional

Seat pricing: Professional edition. To build it, a GTM Seat or an Ops Seat (an Ops Seat cannot create marketing emails or sequences). Per-hub plans: Data Hub Professional.

Ticket1 stepUpdated for HubSpot seat pricing
OutcomeOnce a week, the service channel gets one Slack message showing how many tickets were created, how many were closed, and the average CSAT score for the week, instead of pulling those numbers by hand from separate reports.
Workflow mapreporting-alerts-008
Scheduled trigger: Monday 08:00 leads to Custom code: count tickets created last 7 days; Custom code: count tickets closed last 7 days; Custom code: fetch CSAT feedback submissions last 7 days. Custom code: count tickets created last 7 days leads to Format combined message. Custom code: count tickets closed last 7 days leads to Format combined message. Custom code: fetch CSAT feedback submissions last 7 days leads to Any CSAT responses found?. Any CSAT responses found? leads to yes: Compute average CSAT score; no: Note: no CSAT responses this week. Compute average CSAT score leads to Format combined message. Note: no CSAT responses this week leads to Format combined message. Format combined message leads to POST message to Slack webhook. yes no Scheduled trigger: Monday 08:00 Custom code: count tickets created last 7 days Custom code: count tickets closed last 7 days Custom code: fetch CSAT feedback submissions last 7 days Any CSAT responses found? Compute average CSAT score Note: no CSAT responses this week Format combined message POST message to Slack webhook
Scheduled trigger: Monday 08:00 leads to Custom code: count tickets created last 7 days; Custom code: count tickets closed last 7 days; Custom code: fetch CSAT feedback submissions last 7 days. Custom code: count tickets created last 7 days leads to Format combined message. Custom code: count tickets closed last 7 days leads to Format combined message. Custom code: fetch CSAT feedback submissions last 7 days leads to Any CSAT responses found?. Any CSAT responses found? leads to yes: Compute average CSAT score; no: Note: no CSAT responses this week. Compute average CSAT score leads to Format combined message. Note: no CSAT responses this week leads to Format combined message. Format combined message leads to POST message to Slack webhook. yes no Scheduled trigger: Monday 08:00 Custom code: count tickets created last 7 days Custom code: count tickets closed last 7 days Custom code: fetch CSAT feedback submissions last 7 days Any CSAT responses found? Compute average CSAT score Note: no CSAT responses this week Format combined message POST message to Slack webhook

One of 565 written HubSpot workflow specs, by a collective of independent HubSpot consultants.

When to use it, when not to

Use it

  • Use it when a service team wants a single weekly pulse-check number in Slack, combining volume and satisfaction in one glance.
  • Use it as a lightweight companion to a full service dashboard, not a replacement for one.
Read more on when to use itShow less

Skip it

  • Do not use it if the team already has a scheduled dashboard email covering the same metrics and does not need it in Slack specifically. See Variants for the native, no-code alternative.
  • Do not use it if CSAT surveys are not enabled on the portal. Without survey data, this reduces to a ticket-volume-only digest, which is simpler to build with fewer moving parts; consider whether the added complexity here is worth it in that case.
Read more on when to skip itShow less

The rest of this spec

Prerequisites · 5 items

Every property with its label, internal name, type and options, plus the assets the workflow needs.

Enrollment · 4 parts

The trigger, the criteria as ticked in the UI, the re-enrollment rule and the suppression list.

Steps · 1 numbered action

Each action in order with its parameters, branches and delays.

Known pitfalls · 6

Traps seen in production, each with what breaks and what to do instead.

Test plan and UAT script · 2 cases, 3 variants

How to prove it works in a test portal, one case per branch, and a sign-off sheet.

Files · PDF, Markdown, JSON, CSV, code

The properties JSON creates the fields in one call. The workflow JSON documents the build. The custom coded action ships as a ready-to-paste .js file.

Install · 1 click, switched off

The installer creates the properties and the workflow, switched off, then opens a task for what it cannot create. Nothing is deleted, enabled or enrolled.

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