Alerts and cases
Alerts turn individual pieces of feedback that need attention — an unhappy customer, a worrying keyword — into a case your team can pick up, work, and close. The Alerts & Actions page is where you see what has been raised and manage it through to resolution.
Alerts are rule-driven: you define the conditions that should raise one (for example, NPS ≤ 6), and the platform raises a case automatically the moment a matching response arrives.
The page at a glance
Across the top, three metric cards summarise your alert load:
| Card | Meaning |
|---|---|
| Open | Raised, not yet picked up |
| Escalated | Passed up because they were not actioned in time |
| Resolved | Closed |
The page is organised into tabs:
| Tab | Shows |
|---|---|
| All | Every alert in the current filter |
| Open | Newly raised, awaiting action |
| In progress | Being worked on |
| Escalated | Escalated cases |
| Resolved | Closed cases |
| Configuration | Rules, recipients, and escalation settings |
The filter bar at the top of the page lets you narrow the queue by alert type, survey, and date window, so you can focus on what matters now.
Working a case
The left of the page is the Active queue; the right shows the case detail for the alert you select. From the detail panel you can:
- See the real customer feedback that triggered the alert.
- Change the status (Open, In progress, Escalate, Resolve).
- Assign the case to a colleague.
- Add internal notes that build a case history.
See Working an alert for the step-by-step.
Exporting
The Active queue card has an Export CSV button, which exports the alerts in your current view (respecting the filters) for reporting or sharing.