Ticket Tasks for Online Reputation Management

About Ticket Tasks for Online Reputation Management

You can use workflows to create a ticket using the ticket task that notifies your team when an online review or social media post is flagged. Tickets provide a single hub for collaborating with your team to efficiently engage with customers.

Setting Up an Online Reputation Ticket Task

1. Navigate to your Online Reputation Management project.
2. Select the Workflows tab.
   
3. Create a workflow.
4. Select Started when an event is received.
5. Select Data Set Record.
   
6. Choose which event(s) you would like to trigger the workflow.
   
7. Click Save.
8. Click the plus sign ( + ) to create a condition for your workflow. See Creating Conditions for more information.
   
9. Click the plus sign ( + ).
10. Select Add a task.
11. Select Tickets.
    
12. Create the ticket task with the appropriate owner, ticket details, and other fields that you’d like to use. For more information, see Tickets Task.
    
13. Click Save.

Using Online Reviews in Tickets

Once the ticket task in your online reputation workflow is triggered, a ticket will be created in the ticket follow-up page.  Click on the ticket to expand it.

With the ticket open, select the Customer response section to view the response in the ticket. To reply to the comment, type a response into the text box then click Submit.

Message Templates

You can add message templates from your library to the ticket task in order to easily respond to positive or negative reviews.

1. Navigate to the Library.
   
2. Click New resource.
3. Select Message.
4. Select ORM Reply from the Message Type drop-down menu.
   
5. Enter your message template into the ORM Reply textbox.
   Qtip: You can use piped text ( { A } ) to pull useful information from your review data into the ticket.
6. Select a Language and Destination Folder, if you’d like.
7. Name the message.
8. Click Save.
9. Set up an Online Reputation Management ticket task.
10. Select your template from the Message library folder section of the ticket task.
    
11. Save your ticket task.

Once a ticket is created, ticket owners can select a template message from the folder assigned in the ticket task. Messages can be edited in the textbox before you click Submit.

Once you reply to the review, you can decide whether to close the ticket. To edit a reply, click the pencil icon.