How to create a customer service ticket when you receive a negative review

You will learn

Learn how to create a flow in Klaviyo to create a customer service ticket whenever someone submits a negative review. Notifying your customer service team allows them to proactively reach out and amend any negative experiences your customers may have. 

Create a negative review flow 

First, create a flow: 

1. Click Flows in the left-side navigation in Klaviyo. 
2. Click Create flow. 
3. Click Create From Scratch.
   
4. Name your flow something descriptive and click Create Flow. 
5. Under What will trigger this flow?, choose Metric.
6. From the What action will trigger this flow? menu, choose Submitted review. 
7. Click Trigger Filters > Add a Trigger Filter. 
8. Set the following trigger filter:
   review_rating > is at most > 3
   
   This will identify customers who submitted a 1-, 2-, or 3-star review. If desired, you can use a different number.

Add an email notification action 

Next, add an action to notify your customer service team about the negative review. 

1. Add a Notification action to the flow directly under the trigger.
   
2. In the notification’s Send to field, add your customer support email address. 
3. Set a subject like “{{ event.review_author|default:'Someone' }} submitted a {{ event.review_rating }}-star review”.
   
4. Add a body message that includes review details, like:
   Rating: {{ event.review_rating }}
   Review body: {{ event.review_content }}
   Customer name: {{ event.review_author }}
   Customer email: {{ event.review_email }}
5. Click Save. 

Set the flow live 

Once you’ve customized the notification action, click Review and set live to set the flow live. Any future negative reviews will be automatically sent to your customer service team, who can then proactively contact the customer. 

If your customer service team is able to resolve a complaint, they can direct the reviewer to return to the original review request email within 30 days of submission and edit their review, if desired.

Additional resources

• How to adjust review request timing
• How to request reviews from your customers