> ## Documentation Index
> Fetch the complete documentation index at: https://help.liftify.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Create tickets automatically

> Set up a rule so a low review rating or a detractor survey response opens a ticket for someone on your team, without anyone having to watch for it.

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."*

## 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.

## Step 2: Pick the trigger

**Trigger Event** decides what kind of thing the rule watches. There are two:

| Trigger Event           | Fires when                    |
| ----------------------- | ----------------------------- |
| **New Review Received** | A review arrives in Liftify   |
| **New Survey Response** | A customer completes a survey |

The trigger also decides which **Conditions** you get — the form swaps them when
you change it.

## 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.

### 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**.

### 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`.

<Note>
  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.
</Note>

<Warning>
  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.
</Warning>

## 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.

<Warning>
  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.
</Warning>

## 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.

## 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](/tickets/work-a-ticket).

<Info>
  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.
</Info>

## 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.

## 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.

## 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.