Skip to main content

Working an alert

When an alert is raised it becomes a case to be worked. This page covers the day-to-day flow: picking up a case, reading the feedback behind it, changing its status, assigning it, and recording what you did.

Open a case​

  1. Go to the Alerts & Actions page.
  2. Use the tabs (Open, In progress, Escalated, Resolved) and the filter bar to find the case you want.
  3. Click a case in the Active queue on the left.
  4. The Manage case panel opens on the right with everything you need.

See what triggered the alert​

The case panel shows the real customer feedback that raised the alert — the actual free-text comment, or, where there is none, a summary of the triggering score (for example "NPS score: 3"). This means you can understand the case without hunting for the response elsewhere.

To see the complete response — every answer, the channel, custom fields — click View full response context →.

Change the status​

A case moves through these statuses:

StatusMeaning
OpenRaised, not yet picked up
In progressSomeone is actively working it
EscalatedPassed up for attention
ResolvedClosed

In the case panel, use the buttons to set the status: Open, In progress, Escalate, or Resolve. The status pill at the top of the panel always reflects the current state.

tip

Move a case to In progress as soon as you pick it up. It tells the rest of the team the case is being handled and stops two people working the same one.

Assign the case​

  1. In the Assigned to field, type a colleague's email or name.
  2. Click Save.
  3. To unassign, clear the field and click Save again.

The assignee is shown at the top of the case panel and in the queue, so ownership is always clear.

Add internal notes​

Notes build a running history of the case — what you found, who you contacted, what was agreed. They are internal and not shown to the customer.

  1. In the Internal notes section, type into the box.
  2. Click Add note.
  3. The note is added to the history with its author and time.

Each note records who wrote it and when, so the case carries a full audit trail from open to close.

A typical flow​

  1. Open the case and read the triggering feedback.
  2. Set it to In progress and assign it to yourself.
  3. Take action (call the customer, fix the issue) and record what you did in a note.
  4. Set it to Resolved.

If a case is not actioned within the windows set in your escalation policy, it is escalated automatically.