Call solved Zendesk customers for a CSAT survey with Retell AI

Build me an agent workflow that runs a short Retell AI survey call every time a Zendesk ticket is marked solved, then writes the result back on the ticket and alerts the team if the customer is unhappy.

Trigger: an incoming webhook from Zendesk that fires when a ticket's status changes to solved. The webhook payload will include the ticket ID.

Steps the agent should follow:

1. Use Zendesk Show Ticket to pull the ticket by ID. From the response, grab the ticket subject, the ticket URL, the assignee's name, the requester's first name, the requester's email, the requester's phone number, and the ticket tags. If the requester object needs to be side-loaded, include users in the include parameter.

2. Skip the call gracefully in any of these cases: the requester has no phone number on file, the ticket has an internal tag such as internal or test, or the requester's email is on our own workspace domain (treat teammates as internal). If skipped, do not update the ticket and do not post to Slack. Just stop.

3. Otherwise, use Retell AI Create Outbound Phone Call to launch our CSAT survey agent. Pass the requester's phone number as the to_number, our Retell survey number as the from_number, and provide dynamic variables the agent can use in the script: customer_first_name, ticket_subject, and agent_name (the Zendesk assignee). Capture the returned call_id.

4. Wait for the call to finish, then use Retell AI Get Call with the call_id to fetch the transcript, sentiment, recording URL, and structured post-call analysis. Read the NPS score, the CSAT rating, and any open-ended feedback out of the custom analysis fields on the response. If the call was not answered or ended before the survey question, note that instead of a score.

5. Use Zendesk Update Ticket to append an internal note (public: false) on the same ticket. The note should include: the CSAT rating or NPS score, a one-paragraph plain-language summary of what the customer said, and a link or ID for the Retell call recording so an agent can listen back.

6. If the result is a detractor (NPS 0 through 6, or CSAT unsatisfied / thumbs down), also use Slack Bot Send a Message to post to our support alerts channel. Include: the ticket subject, a link to the Zendesk ticket, the assignee's name, the score, and the exact customer quote from the transcript that suggests dissatisfaction. Keep it short and scannable. If the score is neutral or positive, do not post to Slack.

Keep the note format consistent so it is easy to skim across tickets. Do not send any survey to the same ticket twice, even if Zendesk re-fires the webhook.