Automations
Route happy customers to Google reviews, and turn unhappy ones into tickets automatically.
Two automations turn a form from a data-collection exercise into something that acts on what it learns.
Google Review Routing
Send satisfied respondents straight to your Google review page, and unsatisfied ones somewhere useful instead.
Add a Google Review question, or configure Google Review Redirects.
Enter the condition and Google page URL — which answers qualify, and where to send them.
Save. Qualifying respondents see the review prompt; everyone else continues normally.
You can also route to other platforms — Facebook, Instagram, Amazon, MakeMyTrip, or a custom platform with Enter Custom Platform Name.
Route on the answer, not on everyone. Asking an unhappy customer for a public review is how a private complaint becomes a one-star rating. The condition is the whole point of this feature.
The pattern that works
"How was your experience?"
├── Great / Excellent → Google review prompt
└── Poor / Okay → "What went wrong?" → ticketHappy customers get a frictionless path to saying so in public. Unhappy ones get a path to being heard in private — and a chance for you to fix it before they post anyway.
Automatic Ticket Creation
Enable Auto-Ticket Creation turns qualifying responses into tickets on a board, so nothing gets lost in a spreadsheet.
Enable Auto-Ticket on the form or the question.
Choose a board and choose a column for new tickets to land in.
Set the condition for ticket issue — which answers should raise one.
Choose the teams to be added so the right people see it.
What to trigger on
| Trigger | Why |
|---|---|
| Detractor NPS scores | Every one is a customer worth rescuing |
| A complaint keyword in free text | Catches problems the rating missed |
| A specific choice — "Report a problem" | Explicit, unambiguous |
Do not raise a ticket for every response. A board full of "everything was fine" cards is a board your team stops reading — and then they miss the one that mattered.
Closing the Loop
The full sequence, when both automations are set up:
- A customer submits a poor rating
- A ticket is created on your support board, assigned to the right team
- An agent opens it, sees the response, and contacts the customer
- The problem is fixed and the ticket closed
- Next time, that customer is a promoter — and the review prompt is the right thing to show them
That loop is the difference between measuring satisfaction and improving it.