Creating Tickets Using Automation

Creating tickets using Automation allows you to automatically generate support tickets whenever specific survey responses meet defined conditions. This ensures that critical feedback is instantly routed to the right team without manual intervention.

Let’s walk through the process step by step.

Step 1: Navigate to Automation

After creating your survey:

1. Go to the Automation module from the main menu.

2. Click on Create Automation.
   

Step 2: Choose the Trigger Type

Inside the automation setup screen:

1. Locate the Responses Triggered tool.

2. Click on Set Up Now.

This trigger ensures that the automation runs whenever a survey response matches defined criteria.

Step 3: Select the Survey

Choose the survey for which you want tickets to be generated.

Click Continue.

Step 4: Set Response Conditions

1. Click on Filter Responses.

2. Define the conditions under which a ticket should be created.

For example:

• Low rating (e.g., 1–2 stars)

• Negative NPS score

• Specific answer selected

• Open-ended response contains certain keywords

Once configured, click Save & Continue.

These filters ensure that only relevant responses trigger ticket creation.

Step 5: Add the Action – Generate Ticket

1. Click on Add Action.

2. Select Generate Ticket.

This tells the system what action to perform when the defined conditions are met.

Step 6: Configure the Ticket Settings

After selecting Generate Ticket, complete the ticket configuration:

6.1 Ticket Description

The ticket description captures the context of the issue.
You can include:

• Survey response details

• Respondent information

• Specific answers that triggered the ticket

This helps the assigned agent understand the issue immediately.

6.2 Assign the Ticket to an Agent

Select the appropriate support agent who will be responsible for handling the ticket.

Once assigned, the ticket will appear in their Tickets dashboard.

6.4 Escalation & Reminder Notification

You can also configure escalation rules.

If the assigned agent does not update the ticket within a specified time:

• A reminder notification is sent.

• The escalation timing can be customized based on your requirements.

This helps prevent delays in resolution.

Step 7: Activate the Automation

After completing all configurations:

Click Turn On to activate the automation.

Your automation is now live.

How It Works

Once activated:

• When a respondent submits a survey response that matches your defined conditions,

• A ticket is automatically generated,

• It is assigned to the selected agent,

• The agent receives a notification,

• The ticket appears under the Tickets tab for tracking and resolution.

Why Use Ticket Automation?

• Reduces manual monitoring of responses

• Ensures faster response to critical feedback

• Prevents negative customer experiences from being overlooked

• Improves accountability with assignment and escalation