Form Responses & Ticket Creation

Automate ticket generation from low ratings or specific answers captured via forms.

Overview links: Documentation Home · Settings Overview

Where to Find This

• Campaigns → Forms, open a form, then go to Actions.

Settings Quick Map

• Settings → Ticket Categories: required to route tickets.
• Settings → Assignment Rules: auto‑assign tickets after creation.
• Settings Overview

How It Works

You can configure Socialone to automatically create a support ticket when:

• A rating is below your defined threshold (e.g., ≤ 3 stars).
• A specific answer matches a rule (e.g., "Needs follow‑up").
• Any submission should always open a ticket (for high‑touch workflows).

Setup Process

1. Open your form and go to Actions.
2. Create an action rule.
3. Set a condition: Rating Below, Rating Above, or Specific Answer.
4. Choose Create Ticket and set category, assignee, and priority.
5. Save and enable the rule.

Ticket Configuration Options

• Set priority (Low/Medium/High/Urgent).
• Assign to a specific user.
• Choose ticket category for routing and reporting.

Example Flow

Best Practices

• Adjust rating thresholds to minimize false positives.
• Ensure tickets include relevant context like rating, answers, and respondent details.
• Review auto‑created tickets regularly to tune rules.

Need Help?

Questions about ticket logic? Reach out to our support team.

Next Steps

• Creating Forms
• WhatsApp Flow Forms
• Ticket Creation