Use Customer sentiment analysis to route and prioritize support in Helpdesk

You will learn

Learn how to view customer sentiment in Helpdesk and create custom views to prioritize urgent issues and unhappy customers. You can also use sentiment to identify promoters for follow-up.

Before you begin

• Plan availability — Sentiment analysis is included in the Helpdesk paid tier; no extra setup or credits required.
• Supported channels — Email, SMS, and Web Chat tickets created in Helpdesk (including agent hand-offs) all receive a sentiment score.
• Permissions — Any Owner, Admin, Manager, or Agent can filter by sentiment or include it in a Routing Rule.

Overview

Klaviyo Helpdesk analyzes every new conversation with a large-language model (LLM) and assigns:

• A numeric score from 0 (very negative) to 10 (very positive)
• A categorical label: Urgent, Promoter, Negative, Neutral, or Positive

Helpdesk displays a sentiment label in the ticket and in the Sentiment column on the All tickets page, rather than the numeric score. You can:

• Filter tickets by sentiment to answer upset customers first
• Build Routing Rules that auto-assign urgent tickets to senior reps

View and filter sentiment

View sentiment inside a ticket

1. Go to Service > Helpdesk.
2. Open a ticket.
3. In the right-hand Overview panel, review the sentiment label in the Ticket section, above the channel and tags.

The sentiment label (e.g., “Urgent”) appears when the ticket has sentiment analysis results.

Create a custom view for urgent or negative tickets

The Sentiment filter on the All tickets page accepts one label at a time. Create separate views for Urgent and Negative tickets if you want to monitor both groups.

1. In Helpdesk, open All tickets.
2. Select Sentiment above the ticket list, then choose Urgent or Negative.
3. Review the other filters before saving. For example, select Status > Open to focus on tickets that still need a response. The view saves your current filters.
4. Click Add view. In View name, enter a descriptive name, such as “Urgent customers” or “Upset customers”.
5. Click Add view in the dialog to save it.

Open the saved view from the Views section in the Helpdesk sidebar to revisit tickets matching these filters. To create the other sentiment view, return to All tickets, change the Sentiment selection, and repeat the Add view steps with a different name.

Best practices

• Set a response-time goal for negative tickets, such as responding within 1 business hour, based on your team's coverage.
• Send promoters a follow-up message asking for a review or referral.
• Combine Sentiment with Recent order value in Routing Rules to handle high-value, unhappy customers first.
• Review tickets in your urgent and negative views weekly with your product team to identify recurring issues.
• Keep response templates warm and empathetic, and address the customer's specific concern.

FAQ

Does sentiment work on historical tickets?
No. Sentiment is applied only at ticket creation or agent hand-off after the feature launch.

Can I edit a sentiment score?
Not currently. Re-opening or splitting a ticket re-evaluates sentiment automatically.

Is sentiment available in Flows or Segments?
Yes, the sentiment value will be present on the “Ticket Created” and “Ticket Closed” metrics.

Does sentiment affect marketing deliverability?
No. Sentiment is isolated to Helpdesk and does not influence campaign sending logic.