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." Teams that don't monitor CSAT in real time typically discover detractors 3-7 days later — by which point the customer has already posted a negative review or initiated a chargeback.

When a low score comes in, speed matters. A detractor who gets a follow-up within 2 hours is 3x more likely to revise their rating than one contacted after 24 hours. Routing low scores to Slack ensures your team sees them immediately — not buried in a weekly report no one reads. Teams that implement real-time CSAT alerting typically recover 15-25% of detractors through proactive outreach.

How it works

Regardless of which tool you use, every approach follows the same three-step pattern:

1. Detect low scores — monitor satisfaction survey responses as they come in (or on a schedule) and identify scores below your threshold (typically 1-2 out of 5).
2. Enrich with context — pull the ticket details, customer information, and assigned agent so the alert includes everything needed for immediate follow-up.
3. Alert in Slack — post a formatted message with the score, customer name, ticket subject, agent, and a direct link to the ticket in Gorgias.

The approaches below differ in how they detect surveys — Gorgias Rules fire in real time on survey submission, n8n polls the API on a schedule, and the Claude Code skill lets you check on demand or analyze trends conversationally.

Which approach should I use?

• Gorgias Rules (Recommended) — fires in real time when a survey response is submitted. Best for teams that want instant alerting with zero external tools. Limited to simple score-based conditions.
• n8n — polls the Gorgias API for new survey responses and applies custom logic before alerting. Best for teams that want to enrich alerts with extra context (order value, customer tier) or batch low scores into a single daily summary. Free self-hosted or $24/mo on n8n Cloud.
• Claude Code — a guided Claude Code skill that checks recent surveys conversationally. You can ask "check for low scores," "what's our CSAT trend this week," or "which agents had the most detractors." Best for teams already using Claude Code who want analysis alongside alerting.

What you'll need

Choose your approach

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