What score threshold should trigger a Slack alert?

Most teams alert on scores of 1 or 2 out of 5 (or 1-3 on a 10-point scale). These are your detractors — customers actively unhappy with the experience. Alerting on 3 out of 5 is optional; it catches passives but generates more noise.

How long after closing should the survey be sent?

Send the survey 1-24 hours after ticket closure. Immediate sends get higher response rates but may catch customers before a solution has fully resolved their issue. A 1-hour delay is a good default for most teams.

How should I handle tickets closed by auto-reply or automation?

Exclude auto-closed tickets from CSAT surveys for the first few weeks until you trust your automation quality. In Gorgias, add a condition to your survey Rule that checks the ticket does not have the 'auto-replied' tag. Once your auto-replies are reliable, include them to measure their quality.

How can I track CSAT trends over time?

Export survey data weekly to a Google Sheet or use Gorgias's built-in satisfaction dashboard. Track overall score, response rate, and score distribution by agent, tag, and ticket category. A sudden drop in a specific category signals a process or product issue.

How to send CSAT surveys after ticket resolution in Gorgias and alert Slack on low scores

Why track CSAT after resolution?

Closing a ticket is not the same as solving a problem. A customer might mark their issue as resolved yet still feel frustrated by how long it took, how many replies it needed, or how impersonal the exchange felt. A post-resolution satisfaction survey captures this gap between "closed" and "satisfied."

When a low score comes in, speed matters. A detractor who gets a follow-up within hours is far more likely to stay than one who never hears back. Routing low scores to Slack ensures your team sees them immediately — not buried in a weekly report no one reads.

What you'll need

Prerequisites

Gorgias account with Satisfaction Surveys enabled (available on all paid plans)
Slack workspace with a dedicated channel for CSAT alerts (e.g. #csat-alerts)
(Optional) Slack Incoming Webhook URL for the native Gorgias approach

Choose your approach

Select an approach below to see the full step-by-step guide.

Frequently Asked Questions

How to send CSAT surveys after ticket resolution in Gorgias and alert Slack on low scores

Why track CSAT after resolution?

What you'll need

Choose your approach

Gorgias Rules

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Agent Skill

Claude Cowork

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