We have conditions set to trigger on a low NPS score to create a ticket. The ticket's owner is a group of individuals and we "Notify all users in the team with a ticket is created". For the ticket data we provide the team all the information they will need to correctly manage the case. We then have a series of "Follow-up Details" which is information we would like to know about how the our customer service rep handled the case; such as "Did you contact the user?" and a Comments section.



Hope that helps!

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