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Negative CSAT response triggers internal alert and follow-up task

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: Service Hub Professional.

7 steps
Per-hub plans: also Marketing Hub Professional

On per-hub plans, one of its steps belongs to another subscription: add to static list needs Marketing Hub Professional. Both are required to build it as written. On seat pricing the edition covers both.

Updated for HubSpot seat pricing
OutcomeA low CSAT score on a closed ticket reaches the owner and their manager within minutes, with a task already sitting in the owner's queue, instead of surfacing only in a monthly satisfaction report.
Workflow maptickets-sla-016
csat_score known and <= 2 leads to Score value?. Score value? leads to 1: Alert owner + escalation contact, immediate task; 2: Alert owner, task due next business day. Alert owner + escalation contact, immediate task leads to Add to Negative CSAT - needs review list. Alert owner, task due next business day leads to Add to Negative CSAT - needs review list. 1 2 csat_score known and <= 2 Score value? Alert owner + escalation contact, immediate task Alert owner, task due next business day Add to Negative CSAT - needs review list
csat_score known and <= 2 leads to Score value?. Score value? leads to 1: Alert owner + escalation contact, immediate task; 2: Alert owner, task due next business day. Alert owner + escalation contact, immediate task leads to Add to Negative CSAT - needs review list. Alert owner, task due next business day leads to Add to Negative CSAT - needs review list. 1 2 csat_score known and <= 2 Score value? Alert owner + escalation contact, immediate task Alert owner, task due next business day Add to Negative CSAT - needs review list

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 once a CSAT survey is already sending on ticket close (see tickets-sla-004) and the team wants a real-time save attempt on unhappy responses, not just a scorecard.
  • Use it when a manager wants visibility into individual bad scores as they happen, for coaching or direct customer recovery.
Read more on when to use itShow less

Skip it

  • Do not use it without a working CSAT send already in place; this workflow only reacts to a score, it does not send the survey itself.
  • Do not use it if survey volume is high enough that every low score already gets manual review some other way; duplicate alerting adds noise without adding coverage.
Read more on when to skip itShow less

The rest of this spec

Prerequisites · 4 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 · 7 numbered actions

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

Known pitfalls · 5

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

Test plan and UAT script · 5 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

The properties JSON creates the fields in one call. The workflow JSON documents the build.

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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