How to send Slack alerts for low Zendesk CSAT scores

Why alert on low CSAT scores?

A customer who submits a "Bad" satisfaction rating is telling you something went wrong. If that signal goes unnoticed, you've lost a chance to recover the relationship — and you'll only find out when the customer churns or leaves a public review.

Routing low CSAT scores to Slack gives your team a real-time feed of unhappy customers. A quick follow-up call or message within hours of a bad rating frequently turns a detractor into a loyal customer. It also surfaces systemic issues — if the same agent or ticket category keeps generating bad ratings, you can fix the root cause.

What you'll need

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