Turn negative Yotpo reviews into ready-to-work Gorgias tickets

Every hour, check Yotpo for new reviews and give my support team a head start on the unhappy ones. Run this on a cron schedule, hourly.

Start by pulling recent reviews with the Yotpo Retrieve All Reviews operation. That API uses page plus count offset pagination, so page through results until you reach reviews older than the previous run. Keep only reviews scoring 3 stars or below that arrived since the last run, and record the timestamp of the newest review you processed so the next run picks up exactly where this one stopped and nothing is handled twice.

Skip mild feedback. If a low scoring review is just a lukewarm opinion and the reviewer is not actually asking for anything, do not open a ticket for it. Only act on reviews where there is a real problem or an implied request for help.

For each review that qualifies, look up the reviewer with Yotpo Retrieve Customers using the email on the review, then pull their purchase history with Yotpo Retrieve Orders so the team can see order value and what was actually bought. Yotpo writes customer records asynchronously and a reviewer email will not always resolve to a customer record, so degrade gracefully: if no customer or no orders come back, carry on and open the ticket with just the review content.

Judge the likely root cause from the review text and classify each one as product defect, shipping delay, or mismatched expectations.

Open a Gorgias ticket for each qualifying review using Gorgias Create Ticket. The ticket should contain the review text, the star score, the product reviewed, the reviewer's order history when it was found (order dates, order values and items bought), your read on the root cause, and a drafted apology and resolution reply. Label the ticket with the root cause, using Gorgias Add Ticket Tags if the tags cannot be set at creation time. Leave the drafted reply inside the ticket as a draft for a human agent to review, edit and send. Never reply to the customer automatically.

Finally, post one Slack message to my support channel with Slack Send a Message summarizing the batch, ranked by severity so the worst ones get seen first. Weigh star score, the customer's total order value and how upset the reviewer sounds when ranking. For each review include the star rating, the product, a one line summary, the root cause label and a link to the Gorgias ticket. If no reviews qualified this hour, post nothing at all.