Built for: CX, service and location teams.
What you can do
Open cases automatically
Trigger rules watch answers as they arrive and open the case themselves: a low score on one question or across them, keywords in a comment, a low driver score, or a customer tier passed with the survey link, combined with all-of or any-of logic. Point a rule at a whole module or at a single survey, and every rule tells you whether it can fire on the data you collect.
Cases from across Hub
Customer Experience, Employee Experience, Digital Experience, Voice of the Citizen and Brand Experience feed the same queue, and Service Experience opens cases from customer conversations.
Route to the right owner
Routing rules by segment and module assign each case to a named owner, a rotating pool, or whoever is carrying the least work. Every case starts with a deadline set by its severity.
Work the queue
Your own cases first, with live counts for overdue, due today, unassigned, snoozed and resolved, and filters by survey and module. Resolve, close, snooze or reassign several cases at once.
Everything on one timeline
The survey the case came from, status changes, reassignments, actions, replies, custom fields and outcomes on a single case timeline.
Reply to the customer
An acknowledgement by email or SMS within seconds of the customer submitting, and AI-drafted replies the owner reviews before sending. Nothing is sent to customers until your organisation switches customer messages on.
Verify recovery
After a case is resolved, the customer is asked again. A case counts as recovered only when their score genuinely improves, and a case that did not recover says so.
Share status with the customer
A login-free link where the customer can see the status of their case and nothing internal. Links can expire and can be revoked at any time.
Measure performance
A recovery funnel from opened to resolved, re-surveyed, answered and recovered, with time to resolution and deadline compliance by severity and owner, over any window and for any module.
Connecting your tools
- Send case events to Jira as issues or to ServiceNow as incidents.
- Signed webhooks for case created, assigned, in progress, resolved and closed, action logged and outcome recorded.
- In-app and mobile push alerts for owners when a case is assigned, overdue or back from snooze.
- Email templates for customer communication, with preview.
Works with
- Customer Experience: the survey programme that feeds most cases.
- Root Cause Analysis: find the causes behind repeated cases.
- Action Plans: turn a pattern of cases into improvement work with a target.
- Service Experience: open cases straight from customer service conversations.