Outcome. A 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 map
Enrollment, branches and actions at a glance
tickets-sla-016
flowchart TD
A[csat_score known and <= 2] --> B{Score value?}
B -->|1| C[Alert owner + escalation contact, immediate task]
B -->|2| D[Alert owner, task due next business day]
C --> E[Add to Negative CSAT - needs review list]
D --> E
When to use it, when not to
- UseUse 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.
- UseUse it when a manager wants visibility into individual bad scores as they happen, for coaching or direct customer recovery.
- SkipDo 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.
- SkipDo 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.
The preview ends here. Six sections are in the library.
counted, not blurred
PrerequisitesEvery property with its label, internal name, type and options, plus the assets the workflow needs before you start.4 items
EnrollmentThe trigger, the criteria exactly as they are ticked in the UI, the re-enrollment rule and the suppression list.4 parts
StepsEach action in order with its parameters, its branches and its delays, written as you tick them.7 numbered actions
Known pitfallsTraps seen in production, each with what breaks and what to do instead.5 pitfalls
Test plan, variants and build specHow to prove it works in a test portal, where to look when it does not, the variants for other objects or tiers, and the YAML build spec.3 variants, 3 sections
FilesThe properties JSON creates the fields in one API call, the workflow JSON documents the build.PDF, Markdown, JSON
Install1 click. The installer creates the properties this spec declares and the workflow itself, switched off, then opens a task for the prerequisites that are assets rather than properties, such as a team, a static list or a marketing email. What it created is listed on the install page.1 click, switched off
Unlock the full library,
149 EUR
or the tickets and sla pack, 39 EUR
One-time, excl. VAT. 30-day refund, no questions asked. Founding prices until 31 October, then 199 and 59 EUR. Includes every spec added later, up to the full 500, and the one-click installer on the full library. Building on client portals? The agency licence at 449 EUR covers unlimited client portals.
