Auto Case Management is a workflow tool that allows you to configure ticket settings so that a ticket is automatically assigned if it meets a certain criterion from online reviews and surveys. Automating the ticket creating and workflow will help ensure that internal service standards are being met. This allows you to automate follow-up, increase staff efficiency and hit higher compliance with your response goals.
In this article we will cover:
- Creating Automatic Ticket Case Rules
- Reset Actions
- Ticket Reminders
- Review Ticket Criteria
- Survey Ticket Criteria
- Additional Criteria
- Default and Escalation Responders
Also see our 3minute introduction to Auto Case Tickets in the video below:
AUTO CASE RULES
To set-up Auto-Case Management settings go to User Settings > Rules & Ticket Settings
From the Rules & Ticket Settings page, you will be able to see any “Auto Case Rules” that have already been created. This will show the internal name of the rule as well as the type (survey or review ticket), assignee, last time a ticket was sent tied to this rule and the date it was created. All of these attributes can be filtered using the arrows in the header bar.
Click the “ACTIONS” menu to the right of each rule to view rule details, edit, reset and delete.
CREATING A RULE
Note: Any individual review or survey may only have one ticket attached at any time and only users with administrative level permissions can create/edit rules. Standard users can only view the ticket rules that are set-up.
To setup a new rule, click the blue “ADD RULE” button toward the top-left of the page.
This will bring up the following pop-up where you can update the auto-rule settings based on your requirements:
- This is the internal name for your auto case rule
- CASE TYPE
- Here you can set up a rule to trigger off reviews or surveys - but not both types of feedback in the one rule. Depending on your selection, the criteria will dynamically update with fields relevant to that type of feedback.
- APPLY TO
- From the corporate level, you can select to apply to all properties, to an existing property group OR to an individual property
Clicking the “Reset” option will purge any previously created tickets for that rule. This can be useful when an auto case rule is generating tickets for too many reviews (too many tickets and not enough resources to action the tickets) or if created in error. The auto rule will remain and you can then edit or delete as needed.
From the Rules & Tickets Settings page, you can also setup ticket reminder rules. Ticket reminders are sent to the ticket creator, assignee and watchers after a period of inactivity is reached. Use the setting to enable or disable these email reminders based on a period of time (X hours or days). Note: ticket reminders apply for all auto-case rules. You cannot set up reminders by auto-case rule.
REVIEW TICKET CRITERIA
When you have selected to configure a “review ticket”, this is based on your public review data. The following criteria will be available (you are not required to select an option in every review criteria filter)
- Review Rating
- Reviews from - this allows you to select review sites to include
- Language (this is the language that the review is written in)
- Review body - this allows you to target reviews that do or do not have a review text content
SURVEY TICKET CRITERIA
When you have selected to configure a “SURVEY TICKET”, this is based on your internal survey data (you are not required to select an option in every survey criteria filter)
- This is the language that the survey was completed in)
- Review Body
- For surveys that include a review field, you can filter on those that do or do not have review text content
- For corporate accounts that have multiple surveys, can you select to target on any one of your post-stay survey. You can either select one survey or target with the option “All Surveys”
- Select from any of your survey questions
- Select to target tickets based on the type of response to a survey question
Click the “+ Add Criteria” option if you wish to target on multiple survey questions/responses. You can select to create a ticket in which ALL criteria must be met for a ticket to generate OR if any of the criteria are met
Once you’ve completed the criteria to target your ticket based on the type of feedback within the review/survey, you can then complete additional criteria.
- If no response is submitted (i.e. confirmed using the response assistant),
- no response posted (no response publicly published on the review site and posted in Revinate),
- no ticket is created,
- no ticket is resolved.
The rule can also be selected to create the ticket “immediately” or after a desired period of minutes, hours, or days (this can be used if you want to allow your team the time to respond/action a review/survey themselves before a ticket is created).
Determine who you want the ticket to be automatically assigned to. From a corporate account level, you can create default property responders (please see section below). Note, you can only assign a ticket to ONE user. You can also add watchers, which is essentially like a cc line. You can have multiple watchers on a ticket.
Lastly, select to include a note/text in the free-form box with any directions you’d want to provide. This will display in every ticket open tied to this auto-case rule. You can also select to have the ticket automatically closed base on when a response is either posted or confirmed as submitted. This is helpful to further automate your tickets if they’re based on the response action.
DEFAULT PROPERTY RESPONDERS & ESCALATION RESPONDERS
If you do not have default responders set you autocase tickets will be assigned to the creator of the auto-case rule.
Setting up Default and Escalation Responders
Settings > Response Settings
Under the section “Default Responders” you can select from the property-group drop-down menu to view all or some properties in your corporate account. You will see each property listed, based on the property group selected. Within the “Default Property Responder” and “Escalation Responder” you can search the property-level users and select which person to assign as the designated responder. You will need to search by user “name”, not email address and can only assign to someone who is already set up as a user in the hotel’s account. You may assign either a corporate user or a property level user as a default or as an escalation responder depending on your company’s standard operating procedures.
If you need to set these up in bulk for a long list of properties, please contact <firstname.lastname@example.org> for further assistance.
From the “Tickets” page, which can be accessed by clicking this icon towards to top-right corner of any page, you can filter to view tickets created by an auto-case assignment rule.
In the “Created By” field, you will see “Auto Case (System)” listed as an option. That will display results of all tickets that have been created through an auto case rule.
You can use the other filters to additionally filter by property and status.
You can additionally filter using the “assigned to” field by those assigned to “default property responders” or “escalation responders.”
*** Reminder: Any individual review or survey may only have one ticket attached at any time.