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Auto-create a rep follow-up task after a ticket closes with negative CSAT

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.

Ticket2 stepsUpdated for HubSpot seat pricing
OutcomeThe rep who handled a ticket gets a personal, single follow-up task the moment a negative CSAT score comes in, without a parallel manager alert cluttering the same event.
Workflow maptickets-sla-034
csat_score known, <= 2, no task yet leads to Create follow-up task for ticket owner. Create follow-up task for ticket owner leads to Set recovery_task_created = true. csat_score known, <= 2, no task yet Create follow-up task for ticket owner Set recovery_task_created = true
csat_score known, <= 2, no task yet leads to Create follow-up task for ticket owner. Create follow-up task for ticket owner leads to Set recovery_task_created = true. csat_score known, <= 2, no task yet Create follow-up task for ticket owner Set recovery_task_created = true

When to use it, when not to

Use it

  • Use it if tickets-sla-016 already covers the manager-alert-plus-task combination and your team specifically wants a lighter version: a task only, for teams that treat negative CSAT as a coaching opportunity the rep owns personally, not something that needs to escalate every time.
  • Use it when the volume of negative scores is high enough that a manager alert on every single one becomes noise, but the team still wants each rep to personally close the loop with the customer.
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Skip it

  • Do not use it together with tickets-sla-016 on the same trigger without checking for duplicate tasks; both workflows enrolling on the same csat_score threshold produces two tasks on the same ticket unless you pick one fiche, not both, see Known pitfalls.
  • Do not use it if no CSAT survey sends on ticket close in the first place; build tickets-sla-004 first.
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The rest of this spec

Prerequisites · 3 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 · 2 numbered actions

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

Known pitfalls · 4

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

Test plan and UAT script · 3 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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FreeRound-robin ticket assignment by team/queueTicket12 steps Negative CSAT response triggers internal alert and follow-up taskTicket7 steps CSAT survey sent automatically when a ticket is closedTicket5 steps Ticket routing by associated company tier (enterprise vs SMB property)Ticket7 steps

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