What it is.
A schedule trigger fetches Zendesk tickets every weekday at 8:00 PM. A formatting step cleans them into priority, age, and urgency, then the workflow flags tickets carrying negative satisfaction ratings.
Flagged tickets land in a Google Sheet for reporting and in a Slack channel with the ID, subject, rating, and a suggested action. The sheet matters as much as the alert, because a month of flags shows a pattern.
What you get.
- A daily Zendesk pull on a set schedule, at 8:00 PM.
- Ticket data cleaned into priority, age, and urgency fields.
- Churn risk flagging based on negative satisfaction ratings.
- A Google Sheets log for reporting, alongside a formatted Slack alert per ticket.
How to set it up.
Connect Zendesk and confirm the view or query returns the tickets you care about.
Check that satisfaction ratings are being collected at all, since the flag depends entirely on them.
Create the Google Sheet with the columns the template writes, so nothing gets dropped.
Point the Slack node at the customer success channel and not a general one.
Move the 8:00 PM schedule to whatever hour your team reads Slack.
Review the sheet monthly, because the pattern across tickets says more than any single flag.
Use cases
Catch the rating nobody reviews
Pull Zendesk daily and surface the satisfaction scores that slipped.
Clean the ticket fields
Get the ticket fields into a shape you can sort.
Alert the account owner
Send the flagged accounts to Slack while the ticket is still open.
Best for
Support that never reaches CS
A bad rating sits in Zendesk while the account manager hears nothing about it.
Small CS teams
One daily digest of unhappy customers is a workable habit; a dashboard is not.
Building a churn evidence base
The sheet accumulates flagged tickets, so any later analysis has something to work from.