Triage 1 and 2-star Trustpilot reviews into Zendesk and Slack

Watch Trustpilot for new service reviews posted about our business unit, and triage the bad ones automatically so they never sit unnoticed until someone happens to open the dashboard. Use a poll trigger on Trustpilot for a new review.

First, check the star rating. If the review is 3 stars or above, stop immediately and do nothing at all: no ticket, no Slack message, no reply. Only 1 and 2-star reviews continue past this point. This gate matters, because the whole value of the workflow is that the Slack channel stays signal only and every message in it is worth reading.

For a 1 or 2-star review, pull the full record with the Trustpilot Get Private Review operation using the review id from the trigger. This gives the reviewer's email address and the reference id alongside the review title, text, star rating, and the link to the public review.

Open a support ticket with the Zendesk Create Ticket operation. Set the subject to something scannable that names the rating and the reviewer, for example "1-star Trustpilot review from Dana W.". Put the full review text and the star rating in the ticket body, along with the reference id and the link to the public review. Set the reviewer as the requester using the email from Get Private Review, add a trustpilot tag, and set priority to high. Keep the ticket number that comes back.

Then draft a suggested public reply in our brand voice. It should acknowledge the specific problem the reviewer described rather than being generic, apologize plainly, and state the concrete next step we are taking. Keep it short, two to four sentences, the length a real support lead would actually post. Hard rule: the suggested reply must never promise a refund, credit, discount, replacement, or compensation of any kind, and must never imply one is coming. Any goodwill gesture is a decision a human makes, not something the draft commits us to in public.

Post a single message to our customer experience channel with the Slack Send a Message operation. Include the star rating, the reviewer name, the review text, a link to the public review, the Zendesk ticket number just created, and the suggested reply. Label the suggested reply clearly as a draft that needs approval, and say that a human should post it back to Trustpilot with Reply to Review once they are happy with it.

Do not post the reply automatically. Never call Reply to Review as part of this workflow. The agent drafts, Slack carries the draft, and a person approves and publishes. Keeping the human in the loop on anything that appears on our public review page is the point.

One resilience note: Get Private Review and Reply to Review are private Trustpilot endpoints that require a paid Trustpilot Business plan and may return a 403 if the account is not licensed for them. If Get Private Review fails, do not abandon the run. Create the Zendesk ticket from the public review data instead, leave the requester unset, and say in the Slack message that the reviewer's email could not be retrieved so someone can follow up manually.