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

You will learn

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

To create a ticket from each alert, your customer service platform must be configured to turn emails sent to your support address into tickets. Make sure you can access that inbox to confirm its opt-in to internal alerts.

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 Build your own.
   

4. Name your flow something descriptive and click Create manually. If you see a Create flow button instead, click it.
5. In Select a trigger, select the Your metrics tab.
6. Choose Klaviyo, then Submitted review.
7. Under Trigger filters, click Add, then Add 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.

9. Click Save to save the filter. In the trigger setup panel, click Save, then Confirm and save.

Add an internal alert action

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

1. Drag an Internal alert action from the sidebar into the flow directly under the trigger. Select the action to open its settings.

2. In the alert’s Send to dropdown, select your customer support email address. To add a new address, enter it and click Add "[email address]".
3. Review the From and From / reply-to email fields and update them if needed.
4. Set a subject like “{{ event.review_author|default:'Someone' }} submitted a {{ event.review_rating }}-star review”.
   

5. 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 }}
6. Click Save.
7. After saving, open the opt-in email sent to any newly added, unconfirmed support address and confirm that you want to receive internal alerts. Check that the address is Confirmed in Send to before turning the flow on. Alerts do not send to unconfirmed recipients. See how to opt in and out of internal alerts if you need to resend a consent request.

Set the flow live

1. Click Review and turn on.
2. Choose Live from Flow status, then click Save.

Future reviews that match your rating filter will be emailed to your confirmed customer service address so your team can 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