Overview
Analyze customer sentiment in tickets, alert management on negative cases, and send a weekly summary report.Workflow 1: Analyze and store sentiment
1
Create a triggered workflow
Run on ticket creation and when customers reply.
2
Analyze sentiment
Use the Analyze Customer Sentiment action. Save the result and reasoning so you can use it later.
3
Update ticket fields
Store the sentiment and reasoning on the ticket for reporting and follow-up.
Workflow 2: Alert on negative sentiment
1
Create a triggered workflow
Run after Workflow 1 finishes.
2
Filter for negative cases
Only continue when sentiment is Negative.
3
Build alert message
Create a concise internal alert with ticket number, company, contact, and reasoning details.
4
Notify management
Send via Teams or Email.
Workflow 3: Weekly summary
1
Create a scheduled workflow
Run every Monday at 9 AM.
2
Filter recent negatives
Find tickets with Negative sentiment closed in the last 7 days.
3
Create report
Generate a table grouped by resource with counts and ticket links.
4
Email the report
Send to management.