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A rule turns a bad review or a low survey score into a ticket, assigned to someone, the moment it arrives. Nobody has to be watching the reviews page. Click Tickets in the left navigation, then Rules in the subnav. The page explains itself: “Automatically create tickets when reviews or survey responses match your conditions.”

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Step 1: Create the rule

Click Create Rule. On an account with no rules yet the empty state — No creation rules yet, “Create a rule to automatically generate tickets from reviews or survey responses.” — carries the same button.

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Step 2: Pick the trigger

Trigger Event decides what kind of thing the rule watches. There are two: The trigger also decides which Conditions you get — the form swaps them when you change it.

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Step 3: Narrow it with conditions

Without conditions, the rule opens a ticket for every review or every survey response. That is almost never what you want. Add at least one.

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For New Review Received

  • Rating and Stars — the operator (equals, less than, less than or equal to, greater than, greater than or equal to) and the star value (1 star through 5 stars). Both start on All.
  • Sources — Google, Facebook, Yelp, BBB. Starts on All Sources.
  • Scope — which locations the rule applies to. Starts on All Locations.
  • Custom field — a condition on one of your own contact fields.
A typical setup is Rating less than or equal to 3 stars.

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For New Survey Response

  • NPS Score — an operator and a Score from the NPS question. The box shows “All” until you type a number.
  • Overall score — the same, against the survey’s overall score.
  • Survey(s) — limit the rule to particular surveys. Starts on All Surveys.
  • Scope — locations, as above.
  • Custom field — as above.
A detractor rule is NPS Score less than or equal to 6.
The Survey(s) list offers surveys that are currently active. A survey you chose earlier stays on the rule even after it stops being active — it just stops appearing in the list. Choosing All Surveys is what clears it.
Conditions on a rule are combined — a review or response has to satisfy all of them. If a rule never seems to fire, the usual cause is two conditions that can’t both be true at once, or a Scope limited to a location the reviews aren’t coming from.

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Step 4: Decide who gets the ticket

Under Ticket Defaults:
  • Default Owner — the person the new ticket is assigned to. Leave it on Unassigned if your team picks tickets up from a shared queue.
  • Default Watchers — everyone else who should be emailed about the ticket. Shows None until you pick someone.
Owners and watchers must have access to the ticket’s location. Picking someone who doesn’t is refused when you save: ”… cannot be a default owner or watcher: no access to your locations.” And if a person loses that access later, tickets from this rule are simply created unassigned rather than failing — worth re-checking the rule when someone changes role or location.

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Step 5: Save

Click Save. Liftify confirms “Ticket creation rule created.” and returns you to the rules list. Cancel discards. New rules are live as soon as they’re saved — there is no draft state.

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What the automatic ticket looks like

You don’t get to write the name or description; Liftify fills them in:
  • From a review — the name reads “Follow up: Alex Moreno (2-star)” and the description is the review text, trimmed if it’s very long.
  • From a survey response — the name reads “Follow up: Survey response from Alex Moreno” and the description is “Survey response requires follow-up.”
The customer, the location and the source are attached for you, so the ticket opens with the review or the response right there on the page. Take it from there as normal — see Work a ticket.
A rule opens at most one ticket per review or per response, so a rule can’t double up on the same piece of feedback.

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Manage your rules

The Rules page lists each rule on one line: Trigger (New Review or New Survey Response), a summary of its Conditions, its Default Owner, and its Status — Active or Inactive.
  • Edit rule (the pencil) reopens the form. Back to Rules leaves without saving.
  • Active — the checkbox on the edit form. Unticking it switches the rule off without losing how it was built. This is the safe way to pause a rule.
  • Delete rule (the trash) asks “Are you sure you want to delete this rule?” first. Deleting is permanent; tickets it already created are unaffected.

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Sensible rules to start with

Nothing here is enforced by Liftify — these are just the two shapes the feature is built around:
  • Bad reviews get a call-back. New Review Received, Rating less than or equal to the star level you consider a problem, Default Owner set to whoever handles unhappy customers.
  • Detractors get a call-back. New Survey Response, NPS Score less than or equal to 6 — the cut-off Liftify itself uses for its detractor shortcut.
Run one rule for a week and look at how many tickets it produced before adding more. A rule with conditions that are too loose buries the queue.

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Troubleshooting

The rule isn’t creating tickets. Check, in order: is its Status Active; do the conditions actually match the feedback you’re getting; is Scope limited to the wrong locations; and — for a survey rule — is Survey(s) pointing at the survey people are answering. Tickets are created but unassigned. The Default Owner on the rule no longer has access to the ticket’s location, or was removed from the account. Reopen the rule and pick someone else. A teammate isn’t in the Default Owner or Default Watchers list. The list only offers people with access to the locations you can see. Ask whoever administers your account about their location access. A rule shows a person marked “(outside your locations)”. They were chosen by someone with wider access than you. They stay on the rule; you just can’t add anyone new like that. Tickets stopped appearing after I edited a rule. Rules apply to feedback that arrives after the change — an edit never goes back over reviews or responses you already had.