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:
- From the top, right corner of the platform, click Settings
.
- From the left navigation, click Actions.
- 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
ConciergeTags Create tags to describe the ticket contents. You can report on tags to understand the nature of your customer feedback. Urgent
SafetyStages 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
ClosedEscalations 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 ReminderTicket Types Create additional context details based on the type of customer feedback. Type: Accident Management
Field: Incident DateOthers 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:
- From the top, right corner of the platform, click Settings
.
- From the left navigation, click Automation.
- Under the creation source heading (Review or Survey), click Add Rule.
- Enter a name for the rule (e.g., Reviews for Legal Team).
- 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
AllSentiment Choose the overall sentiment of the customer feedback (equal to/not equal to). Positive
Neutral
Negative
NoneNPS 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
FalseSelect 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
NoneQuestion 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 - Set the Action to Create Ticket.
- 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.
- Click Save.
Action: Update Ticket
You can configure automation rules for ticket updates based on an escalation definition.
To create a ticket update rule:
- From the top, right corner of the platform, click Settings
.
- From the left navigation, click Automation.
- Under the Tickets heading, click Add Rule.
- Enter a name for the rule (e.g., Ticket Escalation).
- 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 ReminderQueue Specify the team responsible for resolving the customer feedback (equal to). Brand Experience
Customer Service
Legal
ConciergeStage Choose a specific stage in the ticket workflow (equal to). Open
In Progress
Customer Contacted
ClosedResponded Specify if the ticket was responded to or not (equal to/not equal to) True
FalseTicket 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 - Set the Action to Update Ticket.
- 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. - 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:
- From the top, right corner of the platform, click Settings
.
- From the left navigation, click Automation.
- Under the Review or Survey heading, click Add Rule.
- Enter a name for the rule (e.g., Positive Review Auto Respond).
- 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
AllSentiment Choose the overall sentiment of the customer feedback (equal to/not equal to). Positive
Neutral
Negative
NoneNPS 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
FalseSelect 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
NoneQuestion 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 - Set the Action to Auto Respond.
- 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.
- 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:
- From the top, right corner of the platform, click Settings
.
- From the left navigation, click Automation.
- Under the Survey heading, click Add Rule.
- Enter a name for the rule (e.g., Patient Follow Up Requested).
- Select a Survey Template from the dropdown.
- 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
NoneQuestion 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 - Set the Action to Follow Up Request.
- Select the email or SMS template for the follow up request.
Set up request templates prior to defining follow up request rules.
- Click Save.