How can you Identify Negative Survey Responses that Don't Generate a Ticket?
My company has been noticing some negative customer feedback that isn't triggering a ticket. We use a combination of NPS and key words to generate tickets that route to various teams. The action is triggered with a completed survey response. We've adjusted our key words twice this spring, but some negative responses are still going unnoticed. It isn't practical to read through every survey response and cross-reference them with tickets to find ones that slip through the cracks. Is there a way to set embedded data in the survey flow to indicate whether a survey response has generated a ticket? I can't find anything in the support section or prior discussions regarding this. I want to be able to filter within the survey platform on responses that did not generate a ticket. Thank you for any advice you can offer.