Configuring Actions

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Use customizable business rules to build and automate ticketing workflows to ensure the right people are notified immediately when a ticket is created.

Defining Action Workflows

Workflows refer to the labels that are used to track a ticket through resolution. You can filter tickets using these definitions and use them to build automation rules.

To define your workflow:

  1. From the top, right corner of the platform, click Settings .
  2. From the left navigation, click Actions.
  3. Using the tabs at the top, set definitions for the following:
    Action Description Example
    Queues Create queues to choose which "bucket" a ticket belongs to. Certain users (roles) may be responsible for handling the tickets in certain queues. Brand Experience
    Customer Service
    Legal
    Concierge
    Tags Create tags to describe the ticket contents. You can report on tags to understand the nature of your customer feedback. Urgent
    Safety
    Stages Create stages available during a ticket's life-cycle as they are passed between queues. Default ticket stages are Open and Closed. You can add, delete, rank, and rename additional stages that support your own internal process.

    Within each stage, you can put the ticket on hold, which will stop the clock in terms of tracking total resolution time.    		 Open
    In Progress
    Customer Contacted
    Closed
    Escalations Each ticket is assigned a Service Level Agreement (SLA) for when the ticket becomes due. You can create additional escalation labels based on the number of hours a ticket is overdue by or due within. Overdue
    2 Hour Reminder
    Ticket Types Create additional context details based on the type of customer feedback. Type: Accident Management
    Field: Incident Date
    Others Create additional reasons for closing a ticket and add root causes for further analysis.

Creating Automation Rules

Set automation rules to determine how tickets are created or updated and what labels are applied to the action. Automate follow up requests and set auto respond rules for tickets.

Creating a targeted set of rules for action creation and updates is important to response efficiency. A rule is composed of Criteria and Action.

The actions available are Create Ticket, Update Ticket, Follow Up Request, and Auto Respond. Before you can set up a ticket rule, you must set up ticket definitions (see above), follow up request templates, and/or response macros.

Action: Create Ticket

You can configure automation rules for ticket creation for either of the following sources: Surveys or Reviews.

To create a ticket creation rule:

  1. From the top, right corner of the platform, click Settings .
  2. From the left navigation, click Automation.
  3. Under the creation source heading (Review or Survey), click Add Rule.
  4. Enter a name for the rule (e.g., Reviews for Legal Team).
  5. Add the criteria (one or more) that will be used to determine which reviews or surveys will generate this ticket:

    Criteria Description Example
    Location Select specific locations from which comments originated (equal to/not equal to). Group by Location Code, Attributes (custom filters), City, or State. Store #0001~Store #0002
    Source Choose the data source of the customer feedback (equal to/not equal to). Google
    Facebook
    All
    Sentiment Choose the overall sentiment of the customer feedback (equal to/not equal to). Positive
    Neutral
    Negative
    None
    NPS Choose a Net Promoter Score of the customer feedback (equal to/not equal to). 0-10
    Comment (text) Specify keywords to look for within the review or survey comment (contains case sensitive/contains/does not contains case sensitive/does not contains). Separate multiple keywords with commas. BBB,attorney,lawyer,lawsuit
    Comment length Set a minimum comment length in characters for the review or survey comment (greater than/greater than equal/less than/less than equal). 100
    Survey response Specify keywords to look for within the survey comment (contains case sensitive/contains). Separate multiple keywords with commas. BBB,attorney,lawyer,lawsuit
    Reviewer Name Specify the name of the person leaving feedback (equal to/not equal to). John Smith
    Rating Updated Specify if the rating provided on a review has been updated (equal to). True
    False

    Select the Survey Template from the dropdown before setting your criteria.

    Criteria Description Example
    Location Select specific locations from which comments originated (equal to/not equal to). Group by Location Code, Attributes (custom filters), City, or State. Store #0001~Store #0002
    Sentiment Choose the overall sentiment of the customer feedback (equal to/not equal to). Positive
    Neutral
    Negative
    None
    Question Choose to create a ticket when specific answers are provided to specific questions in your survey (equal to/not equal to) Excellent
    Good
    Moderate
    Less than expected
    Not at all
  6. Set the Action to Create Ticket.
  7. Choose the settings for the ticket action:
    Action Description
    Queue Assign the team responsible for resolving the customer feedback.
    Tags Apply particular categories to the ticket.
    Stage Choose the starting point for the ticket workflow. Generally, tickets will start in an "Open" stage.
    SLA Set a window of time during which this ticket needs to be resolved before it is considered overdue.
    Ticket Type Apply a particular type to the ticket for additional context details based on the type of customer feedback.

    Check Send Acknowledgement Email to specify a message to send to the customer who submitted a review or survey.

  8. Click Save.

Action: Update Ticket

You can configure automation rules for ticket updates based on an escalation definition.

To create a ticket update rule:

  1. From the top, right corner of the platform, click Settings .
  2. From the left navigation, click Automation.
  3. Under the Tickets heading, click Add Rule.
  4. Enter a name for the rule (e.g., Ticket Escalation).
  5. Add the criteria (one or more) that will be used to determine which tickets will be updated:
    Criteria Description Example
    Location Select specific locations from which comments originated (equal to/not equal to). Group by Location Code, Attributes (custom filters), City, or State. Store #0001~Store #0002
    Escalation Select the escalation based on the number of hours a ticket is overdue by or due within (equal to). Overdue
    2 Hour Reminder
    Queue Specify the team responsible for resolving the customer feedback (equal to). Brand Experience
    Customer Service
    Legal
    Concierge
    Stage Choose a specific stage in the ticket workflow (equal to). Open
    In Progress
    Customer Contacted
    Closed
    Responded Specify if the ticket was responded to or not (equal to/not equal to) True
    False
    Ticket Type Specify the particular type of ticket (greater than/greater than or equals/less than/less than or equals/equals/does not equal). Accident Management
    Number in Party
  6. Set the Action to Update Ticket.
  7. Choose which ticket settings to apply:
    Action Description
    Queue Assign the team responsible for resolving the customer feedback.
    Stage Choose the next point in the ticket workflow.
    Remove existing tags Remove all previous tags associated with the ticket (Yes|No).
    Tags Apply particular categories to the ticket.
    SLA Set a window of time during which this ticket needs to be resolved before this escalation is considered overdue.
  8. Click Save.

Action: Auto Respond

You can configure automation rules to send selected responses to reviews and surveys that meet specific criteria.

To create an auto respond rule:

  1. From the top, right corner of the platform, click Settings .
  2. From the left navigation, click Automation.
  3. Under the Review or Survey heading, click Add Rule.
  4. Enter a name for the rule (e.g., Positive Review Auto Respond).
  5. Add the criteria (one or more) that will be used to determine which reviews or surveys will receive a response:

    Criteria Description Example
    Location Select specific locations from which comments originated (equal to/not equal to). Group by Location Code, Attributes (custom filters), City, or State. Store #0001~Store #0002
    Source Choose the data source of the customer feedback (equal to/not equal to). Google
    Facebook
    All
    Sentiment Choose the overall sentiment of the customer feedback (equal to/not equal to). Positive
    Neutral
    Negative
    None
    NPS Choose a Net Promoter Score of the customer feedback (equal to/not equal to). 0-10
    Comment (text) Specify keywords to look for within the review comment (contains case sensitive/contains/does not contains case sensitive/does not contains). Separate multiple keywords with commas. BBB,attorney,lawyer,lawsuit
    Comment length Set a minimum comment length in characters for the review comment (greater than/greater than equal/less than/less than equal). 100
    Survey response Specify keywords to look for within the survey comment (contains case sensitive/contains). Separate multiple keywords with commas. BBB,attorney,lawyer,lawsuit
    Reviewer Name Specify the name of the person leaving feedback (equal to/not equal to). John Smith
    Rating Updated Specify if the rating provided on a review has been updated (equal to). True
    False

    Select the Survey Template from the dropdown before setting your criteria.

    Criteria Description Example
    Location Select specific locations from which comments originated (equal to/not equal to). Group by Location Code, Attributes (custom filters), City, or State. Store #0001~Store #0002
    Sentiment Choose the overall sentiment of the customer feedback (equal to/not equal to). Positive
    Neutral
    Negative
    None
    Question Choose to create a ticket when specific answers are provided to specific questions in your survey (equal to/not equal to) Excellent
    Good
    Moderate
    Less than expected
    Not at all
  6. Set the Action to Auto Respond.
  7. Select the template for the auto response. This is the message used in the review or survey response.

    Reach out to your CSM or Support to change available templates.

  8. Click Save.

Action: Follow Up Request

You can configure automation rules to send a follow up email or SMS templates to people submitting your surveys that meet specific criteria.

To create a follow up request rule:

  1. From the top, right corner of the platform, click Settings .
  2. From the left navigation, click Automation.
  3. Under the Survey heading, click Add Rule.
  4. Enter a name for the rule (e.g., Patient Follow Up Requested).
  5. Select a Survey Template from the dropdown.
  6. Add the criteria (one or more) that will be used to determine which surveys will receive a follow up email or SMS:
    Criteria Description Example
    Location Select specific locations from which comments originated (equal to/not equal to). Group by Location Code, Attributes (custom filters), City, or State. Store #0001~Store #0002
    Sentiment Choose the overall sentiment of the customer feedback (equal to/not equal to). Positive
    Neutral
    Negative
    None
    Question Choose to create a ticket when specific answers are provided to specific questions in your survey (equal to/not equal to) Excellent
    Good
    Moderate
    Less than expected
    Not at all
  7. Set the Action to Follow Up Request.
  8. Select the email or SMS template for the follow up request.

    Set up request templates prior to defining follow up request rules.

  9. Click Save.
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