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How to Track the Negative Feedback of Customers
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You can track customer feedback using the Update Trigger. This article explains how to use a trigger to send an email to a specific group or user when a customer gives negative feedback.
- Go to Admin > Ticket Automation > Update Ticket Triggers > Add.
- Add the Rule Name and Description (optional) to the trigger.
- Set the conditions and actions as shown in the following screenshot.
Set the conditions
Set the action
- Here, the email will be sent to the selected group when the ‘Event Type’ is ‘Customer Feedback Added’ and the ‘Satisfaction Feedback’ is ‘Negative’.
- To modify the content dynamically, you can use the Insert Placeholders option. Select the Placeholders to load values dynamically while sending emails.
