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Overview

Analyze customer sentiment in tickets, alert management on negative cases, and send a weekly summary report.

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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.

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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.

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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.