Spotter Scenario: Monitor Customer Satisfaction

Use the "Monitor customer satisfaction" Spotter Scenario to apply actions to tickets based on their customer satisfaction survey responses. You can add other ticket based conditions and choose from several actions that will occur.

Tip:

Show a custom response in the satisfaction survey according to the customer's rating. Learn more about sending customer satisfaction surveys.

Roles and permissions:

To access Spotter, you must be an administrator or have a custom role with Spotter enabled in the Settings > Tools permissions.

To activate this Scenario:

Click the Spotter icon in the side panel on the left.
Click the Pre-Made Scenarios tab at the bottom to expand it.
Select the Monitor customer satisfaction Scenario.

(Optional) Enter a name, up to 120 characters, for the scenario. This makes the scenario easier to find, especially when using the same pre-made scenario multiple times.
Set the If condition that, when met, will trigger the Then action(s):
1. Click negative in the If condition and select the satisfaction survey response that will apply to this Scenario (Positive, Neutral, or Negative).
2. Click with or without in the If condition and select an option:
  - with: Trigger the Then action(s) when satisfaction survey responses include comments.
  - without: Trigger the Then action(s) when satisfaction survey responses do not include comments.
  - with or without: Trigger the Then action(s) when satisfaction survey responses either do or do not include comments.

(Optional) Click + Add a ticket based condition to add a condition that must also be met to trigger the Then action(s). Select the condition type and repeat this step if necessary:

Priority

Mailbox

Channel

Ticket company

Labels

Language

Custom field value

7. Set the Then action(s) that will occur when the If condition is met:

Send notification

Click Notification next to Send.
Select a notification type:
- Email: Send an email notification:
  1. Click Recipient next to To.
  2. Choose who will receive the notification:
    - The relevant team member: The team member who replied to the ticket directly before the survey was sent.
    - The relevant team member's manager: The manager of the team member who replied to the ticket directly before the survey was sent.
    - Company's account manager: The account manager of the customer's associated company set in their Company Page.
    - Team members: Select the team member(s) that will receive the notification.
    - Groups: Select the group(s) that will receive the notification.
  3. Click the checkmark at the bottom of the list.
- In-app notification: Send a notification to the Notifications feed of the relevant team member(s) and/or group(s):
  1. Click Recipient next to To.
  2. Select the team member(s), group(s), or account managers that will receive a notification.
  3. Click the checkmark at the bottom of the list.
  4. (Optional) Click Send as an urgent notification to make the notification urgent. Note: Team members must click urgent notifications to remove them from their screen in the Wix Answers app.
    Tip: Click Preview next to the toggle to preview the notification.
- Slack Notification: Send a notification to your relevant Slack channel(s) or in a direct message to someone in Slack:
  Note: To use this feature, create an email address in Slack for the relevant channel or direct message.
  1. Click Slack mailboxes next to To.
  2. Enter the email address of the Slack channel or direct message and press Enter on your keyboard.
  3. Repeat the above step to add more Slack email addresses.
(Optional) Add another type of notification:
1. Click + Add Action below the notification you just set.
2. Select Send notification.
3. Repeat steps 1-2 above.