Send CSAT surveys and alert Slack on low scores using Gorgias Rules

Prerequisites

Overview

Gorgias has a built-in satisfaction survey that sends customers a rating prompt after ticket closure. By combining this with a Rule that fires on low survey responses, you can push an alert to Slack via an HTTP integration — all without leaving Gorgias or writing any code.

Step 1: Enable satisfaction surveys

Go to Settings → Satisfaction → Surveys.

Toggle the survey to Enabled and configure:

• Timing: Send survey 1 hour after ticket is closed (adjustable)
• Channel: Email (default — surveys are sent as a follow-up email)
• Rating scale: 1–5 stars is the Gorgias default

Leave the email subject and body at their defaults, or customize to match your brand voice.

Step 2: Create a Slack Incoming Webhook

In Slack, go to Apps → Incoming Webhooks → Add to Slack.

1. Choose the channel where alerts should post (e.g. #csat-alerts)
2. Copy the Webhook URL — you'll need it in the next step
3. Optionally set the bot name to "CSAT Alert" and add an icon

Step 3: Add an HTTP integration in Gorgias

Go to Settings → Integrations → HTTP → Add HTTP integration.

• Name: Slack CSAT Alert
• URL: Your Slack Incoming Webhook URL
• Method: POST
• Content-Type: application/json
• Headers: None required (Slack webhooks don't need auth headers)

Test the integration by sending a sample payload:

{
  "text": "Test CSAT alert from Gorgias"
}

Verify the message appears in your Slack channel.

Step 4: Create a Rule for low CSAT scores

Go to Settings → Automation → Rules → Add rule.

Rule name: Alert Slack on low CSAT

When: Satisfaction survey is rated

Conditions:

• Satisfaction survey score is less than or equal to 2

Actions:

• Trigger HTTP integration: Slack CSAT Alert
• HTTP body:

{
  "blocks": [
    {
      "type": "header",
      "text": {
        "type": "plain_text",
        "text": "Low CSAT Score Received"
      }
    },
    {
      "type": "section",
      "fields": [
        {
          "type": "mrkdwn",
          "text": "*Customer:* {{ticket.requester.name}}"
        },
        {
          "type": "mrkdwn",
          "text": "*Score:* {{satisfaction_survey.score}} / 5"
        },
        {
          "type": "mrkdwn",
          "text": "*Ticket:* #{{ticket.id}}"
        },
        {
          "type": "mrkdwn",
          "text": "*Subject:* {{ticket.subject}}"
        }
      ]
    },
    {
      "type": "actions",
      "elements": [
        {
          "type": "button",
          "text": {
            "type": "plain_text",
            "text": "Open Ticket"
          },
          "url": "https://your-store.gorgias.com/app/ticket/{{ticket.id}}"
        }
      ]
    }
  ]
}

Replace your-store with your Gorgias subdomain.

Step 5: Add a tag for tracking

Add a second action to the same Rule:

• Add tag: csat-low

This lets you create a Gorgias View filtered to csat-low tickets for weekly review and trend tracking.

Step 6: Create a Rule for high scores (optional)

If you want to log all scores (not just low ones), add a second Rule:

Rule name: Tag high CSAT

When: Satisfaction survey is rated

Conditions:

• Satisfaction survey score is greater than or equal to 4

Actions:

• Add tag: csat-high

This gives you a complete picture of score distribution when you filter by tags.

Step 7: Test the full flow

1. Create a test ticket in Gorgias
2. Close the ticket
3. Wait for the survey email (or manually trigger the survey via API for faster testing)
4. Submit a rating of 1 or 2
5. Verify the Slack alert arrives within seconds
6. Verify the csat-low tag is applied to the ticket

Cost

Satisfaction surveys, Rules, and HTTP integrations are included in all Gorgias paid plans at no additional cost. Slack Incoming Webhooks are free.