18 STEPS

1. Now let’s take a look at how to set automation and create tickets. Click the Settings icon in the top right corner of the platform.

2. Click Automation.

3. Click Create Rule.

4. Under Trigger, click the dropdown arrow to indicate which customer engagement will trigger the ticket’s creation.

5. Click Survey.

6. Click BDP CSAT Survey for customer responses to this specific survey only.

7. Click into Rule Name and type Below 3 Stars to label the rule.

8. Now let’s add criteria to automate ticket creation. Click Add Filter.

9. Under Select, click Location.

10. Click is equal to.

11. Scroll down and click BDP – Uptown. Now the tickets created under this rule will be from customers of the BDP – Uptown location.

12. Click And to add another criteria.

13. We set up the next piece of criteria to address customers who rated their visit 3 stars or less.

14. Now we want to set up the action. Click Add.

15. Click Create Ticket.

16. Add additional filters to the action in order to sort tickets in the queue later on, send the ticket to a specific user, set the SLA, etc.

17. Click Save.

18. That’s it! You have successfully set up automated ticketing logic. Return to the webinar for more insights on the Actions tool.