Routing rules: which feedback becomes a ticket

Steps

1. Go to Settings → Routing rules. Each rule has conditions - a form, a rating at most, NPS at most, an issue, a product issue - and what to do: raise a ticket (priority, owner, category) and/or flag for follow-up.
2. Rules apply in order: the first that raises a ticket raises it; any can flag for follow-up.

Good to know

• The starting rules: 1–2 stars → high-priority ticket; a product issue → ticket; any complaint → ticket; NPS 0–6 → follow up.