To set global rules and exceptions for handling feedback and enquiry tickets. Follow the steps below:
From the modules menu, click Feedback and Enquiries.
Click Manage Rules.
Global Rules
Set Tracking Parameters:
From the first drop down, define the number of hours or days to track feedback and enquiries that have not been claimed.
Define the number of days to summarize headline stats for KPIs.
Escalation Timings:
Choose whether to include or exclude weekends in escalation calculations.
Configure time-based rules:
If a form has not been responded to within X hours, mark as overdue.
If a form has not been responded to within Y hours, auto-escalate.
If a form has not been closed within Z hours, mark as outside SLA.
🤓Tip: The time parameter can be changed, from days to be:
Hours.
Weeks.
Months.
Years.
Sentiment Settings
Define sentiment scoring on a 1–10 scale.
Define the sentiment scoring for each sentiment category.
Negative: Set the minimum and maximum score range, for example from 1 to 3.
Neutral: Set the minimum and maximum score range, for example from 4 to 6.
Positive: Set the minimum and maximum score range, for example from 7 to 10.
🤓Tip: These scores help categorise feedback tone for reporting and prioritisation.
Escalation Exception Rules
Select Location: Apply rules globally or to specific sites. The site you will choose from the dropdown will be excluded from the rules you've set in the global rules section.
Select Exception: Exclude tickets based on:
Specific Responses: Ignore feedback with predefined answers.
Choose a Survey
From the dropdown, select one of the surveys that are linked to feedback ticket creation.
Select a Question
After choosing the survey, pick the specific question you want to apply the exception to.
Choose Answer Options
Finally, select the answer(s) that should trigger the exclusion rule.
Customer Value: Exclude based on customer segmentation or node.
Repeat Feedback: Set special escalation timing for customers submitting multiple tickets within a defined period.
Click Save.