Support Satisfaction Recovery
A negative satisfaction rating has a short window in which it can be turned around, and almost every team discovers it in a monthly report instead. This workflow reacts to a poor rating the moment it lands, pulls the ticket detail so nobody has to go digging, alerts the team lead, raises a Linear issue when the cause was a defect rather than a misunderstanding, and logs the case so the pattern behind repeat complaints becomes visible.
What you get
Workflow blueprint
The full blueprint — every field mapping, example value and the written copy for each message — is included with purchase.
Getting it into Zapier
Build this one from the recipe. The blueprint gives you the exact trigger, action events and field mapping for all 6 steps, so it is a copy-and-paste job rather than a design job.
You need your own Zapier account. Zapier’s Free plan runs single-step Zaps only; multi-step Zaps need a paid plan, and Paths and Webhooks need Professional. How this works →
Not on Zapier?
An n8n workflow JSON ships with this template. Import it and all 6 steps arrive on the canvas wired in order, and 1 of the 6 nodes arrive with their fields already filled in — the subject lines, the message copy, the delays, the column names. Twist has no native n8n node, so that step arrives as an HTTP Request node with the endpoint left for you to fill in.
What an import cannot carry is your credentials, and the IDs that only exist inside your own account — which spreadsheet, which channel, which board. Those stay in a sticky note under the node, listing what is already done so you do not retype it, and what is left so you can see it.
A Make-specific guide ships with this template: every module in order, every field value, and the concept translations that catch people out — filters live on the links between modules, and the schedule lives on the scenario rather than in a trigger module.
Self-hosted n8n has no per-task fee, which is worth knowing if this workflow runs at volume. Platform coverage →
Setup steps
Configure this step using the field mapping in the blueprint.
Configure this step using the field mapping in the blueprint.
Configure this step using the field mapping in the blueprint.
Configure this step using the field mapping in the blueprint.
Configure this step using the field mapping in the blueprint.
Implementation notes
- The lead makes contact, not the agent who handled it. The customer has already had a difficult conversation with that person, and repeating it helps neither of them.
- Reply count is usually a better signal than resolution time. Nine exchanges means the customer explained themselves nine times, which is what they are actually annoyed about.
- Leave the Cause field blank for a human to fill in. An automatically categorised complaint tells you nothing, because the automation cannot tell a defect from a misunderstanding.
- Raising a Linear issue for every bad rating is deliberate. Closing half of them as Not planned is the cheap price of never losing the other half.