Outcome. The 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 map
Enrollment, branches and actions at a glance
tickets-sla-034
flowchart TD
A[csat_score known, <= 2, no task yet] --> B[Create follow-up task for ticket owner]
B --> C[Set recovery_task_created = true]
When to use it, when not to
- UseUse 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.
- UseUse 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.
- SkipDo not use it together with tickets-sla-016 on the same trigger
without checking for duplicate tasks; both workflows enrolling on the
same
csat_scorethreshold produces two tasks on the same ticket unless you pick one fiche, not both, see Known pitfalls. - SkipDo not use it if no CSAT survey sends on ticket close in the first place; build tickets-sla-004 first.
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.3 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.2 numbered actions
Known pitfallsTraps seen in production, each with what breaks and what to do instead.4 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,
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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.
