Zendesk CSAT Follow-Up and Save

Overview

This solution closes the loop on Zendesk support quality. It is built as two coordinated cloud flows in one solution:

1. Survey on Solve — when a ticket is solved, posts a CSAT survey link as a public comment and logs the send in a Dataverse tracking table with a correlation ID. 2. Low-Score Save Play — when a customer leaves a low (bad) CSAT rating, adds a private save-play note to the ticket, alerts a manager in Teams, and logs/updates the detractor in Dataverse for a recovery play.

Why it matters: Low-CSAT customers churn quietly. Detecting and acting on detractors quickly recovers relationships, and the Dataverse log gives leadership a governed record of detractors and save plays.

> Build note on the Zendesk model: The original draft referenced a numeric score / GetSatisfactionRating op. The real Zendesk connector is tabular (no SendSatisfaction/GetSatisfactionRating ops), and Zendesk satisfaction ratings use a categorical score of good / bad / offered / unoffered — not a 1–5 number. A detractor is therefore score = bad, not "≤ threshold". The solution is built to the real connector behaviour.

Use Case

A support team wants automatic CSAT collection on solved tickets and an automated save workflow that fires the moment a low rating arrives — without an agent having to watch for it.

Flow Architecture

Environment Variables

Connectors & Connections

Connector	API name	Actions used
Zendesk	shared_zendesk	GetItems
Microsoft Dataverse	shared_commondataserviceforapps	ListRecords CreateRecord UpdateRecord
Microsoft Teams	shared_teams	PostMessageToConversation

Note — All connections are referenced as solution connection references; the flow is portable between environments as long as a connection is mapped at import time.

Customization Guide

Almost every realistic variant of this flow can be implemented by changing environment variable values. A few cases require small edits inside the flow definition — those are called out explicitly below.

Real-time triggers

Swap the 15-minute Recurrence for the Zendesk GetOnUpdatedItems batch trigger (tickets / satisfaction_ratings) for near-real-time response.

Requester email

Add a Zendesk GetItems on the users table (by requester_id) to store the real email instead of the requester id.

Promoter play

Branch on score = good to ask happy customers for a public review.

Exec escalation

Escalate to leadership for VIP accounts or repeat detractors.

Root-cause tagging

Capture the rating comment into a reason column for trend analysis / Power BI.

Key Expressions

The flow is intentionally light on Power Fx / WDL gymnastics — the heaviest expressions are the branch-name concatenation and the approval outcome check. They are listed below in the order they appear in the flow.

score eq '@{variables('varLowScoreValue')}'

@{concat('flowlibs_ticketid eq ''', string(items('Apply_to_each_Solved_Ticket')?['id']), '''')}

@{coalesce(first(body('Find_CSAT_Record')?['value'])?['flowlibs_correlationid'], guid())}

@{concat(variables('varSurveyLinkBase'), string(items('Apply_to_each_Solved_Ticket')?['id']))}

@{concat('CSAT SAVE PLAY: customer left a low (', items('Apply_to_each_Bad_Rating')?['score'], ') rating. Assigned to ', variables('varManagerEmail'), ' …')}

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