Alert Slack on low CSAT scores from Gorgias using n8n

Prerequisites

Overview

This workflow listens for Gorgias satisfaction survey responses via webhook, evaluates the score against your threshold, and posts a rich Slack alert for low scores. The n8n approach gives you more control than native Gorgias Rules — you can enrich the alert with ticket history, agent name, response time data, and route different score ranges to different channels.

Step 1: Set up the Webhook trigger

Add a Webhook node:

• HTTP Method: POST
• Path: gorgias-csat-alert

Copy the webhook URL.

Step 2: Register the webhook in Gorgias

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

• Name: n8n CSAT Webhook
• URL: Your n8n webhook URL
• Events: Satisfaction survey is rated
• Content-Type: application/json

This fires every time a customer submits a satisfaction rating, sending the survey payload to n8n.

Step 3: Extract and evaluate the score

Add a Code node to parse the survey response and decide whether to alert:

const data = $input.first().json;
 
const score = data.satisfaction_survey?.score || data.score;
const ticketId = data.ticket?.id || data.ticket_id;
const customerName = data.ticket?.requester?.name || 'Unknown';
const customerEmail = data.ticket?.requester?.email || '';
const subject = data.ticket?.subject || 'No subject';
const agentName = data.ticket?.assignee?.name || 'Unassigned';
 
// Threshold: alert on scores 1-2 out of 5
const LOW_SCORE_THRESHOLD = 2;
const isLowScore = score <= LOW_SCORE_THRESHOLD;
 
return [{
  json: {
    score,
    ticketId,
    customerName,
    customerEmail,
    subject,
    agentName,
    isLowScore,
    gorgiasUrl: `https://your-store.gorgias.com/app/ticket/${ticketId}`,
  }
}];

Replace your-store with your Gorgias subdomain.

Step 4: Filter on low scores

Add an IF node after the Code node:

• Condition: {{ $json.isLowScore }} equals true

The True branch continues to Slack. The False branch can either stop or log high scores to a Google Sheet for trend tracking.

Step 5: Fetch ticket details for a richer alert

Add an HTTP Request node to get the full ticket details:

• Method: GET
• URL: https://your-store.gorgias.com/api/tickets/{{ $json.ticketId }}
• Authentication: Basic Auth (Gorgias email + API key)

This gives you the full message history, tags, and metadata to include in the Slack alert.

Step 6: Post the Slack alert

Add a Slack node (or HTTP Request to a webhook):

• Channel: #csat-alerts
• Message type: Block Kit

{
  "blocks": [
    {
      "type": "header",
      "text": {
        "type": "plain_text",
        "text": "Low CSAT Score: {{ $('Code').item.json.score }}/5"
      }
    },
    {
      "type": "section",
      "fields": [
        {
          "type": "mrkdwn",
          "text": "*Customer:* {{ $('Code').item.json.customerName }}"
        },
        {
          "type": "mrkdwn",
          "text": "*Email:* {{ $('Code').item.json.customerEmail }}"
        },
        {
          "type": "mrkdwn",
          "text": "*Subject:* {{ $('Code').item.json.subject }}"
        },
        {
          "type": "mrkdwn",
          "text": "*Assigned to:* {{ $('Code').item.json.agentName }}"
        }
      ]
    },
    {
      "type": "section",
      "text": {
        "type": "mrkdwn",
        "text": "*Last customer message:*\n> {{ $json.messages[0].body_text | truncate: 200 }}"
      }
    },
    {
      "type": "actions",
      "elements": [
        {
          "type": "button",
          "text": {
            "type": "plain_text",
            "text": "Open Ticket"
          },
          "url": "{{ $('Code').item.json.gorgiasUrl }}"
        }
      ]
    }
  ]
}

Step 7: Tag the ticket in Gorgias

Add a final HTTP Request node to tag the ticket for tracking:

• Method: PUT
• URL: https://your-store.gorgias.com/api/tickets/{{ $('Code').item.json.ticketId }}
• Authentication: Basic Auth
• Body:

{
  "tags": [{ "name": "csat-low" }]
}

This tags the ticket in Gorgias so agents can filter to all low-CSAT tickets in a dedicated View.

Step 8: Activate and test

1. Set the workflow to Active
2. Close a test ticket in Gorgias and submit a low satisfaction rating
3. Verify the Slack alert arrives with the correct details
4. Check that the csat-low tag is applied to the ticket
5. Add Retry On Fail on all HTTP Request nodes for resilience

Cost

• n8n Cloud: ~5 node executions per survey response. 200 survey responses/month = ~1,000 executions — well within the free tier.
• Self-hosted: Free.