Automation
What is Automation?
Automation means setting up smart rules so that tasks happen automatically, without needing someone to do them every single time. In product surveys, automation helps make the feedback process fast, smart, and hands-free.
It handles sending follow-up emails, opening help tickets, or even organizing and validating all of that by itself. You don't need to check every answer yourself and decide to take action individually.
It helps save time, minimizes errors, and ensures everything runs smoothly, allowing your team to focus on more important tasks.
For example:
- If someone gives a low rating, a support ticket can be created automatically.
- If someone gives a positive review, an automatic thank-you email can be sent.
- Survey data can be automatically added to your CRM or shared with your team.
What is a Ticket?
It is a digital record or report created when a customer faces a problem, asks a question, or gives important feedback. It helps customer support or service teams track and solve issues in an organized way.
A Ticket Usually Includes:
- The customer’s name and contact info
- The issue or request details
- Priority level (like high, medium, low)
- The person/team handling it
- A status (open, in progress, resolved, closed)
Types of Automation
Response Triggered Automation initiates specific actions immediately after a respondent submits a survey, such as generating a support ticket or sending a follow-up email.
Scheduled Automation operates at predefined intervals, such as daily, weekly, or monthly, and is ideal for routine tasks like contact imports or report exports.
CRM Event-Based Automation is triggered by specific events within a connected CRM or product system, such as completing a transaction or closing a support ticket, enabling timely and context-driven survey distribution.
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