📥 Case Management

AskNicely believes that collecting Response data is only the first step in building a customer-centric organization. The real transformation begins when your teams take action—closing the loop with unsatisfied customers to resolve issues quickly, build trust, and drive improvements.

Our Advanced Case Management feature makes this process easier by enabling:

• Automatic notifications for Detractor/Unsatisfied responses

• Internal collaboration and discussion

• Clear assignment and tracking of Cases

• Seamless communication with customers

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⚙️ Case Creation & Assignment

🔄 Automate Case Creation with a Workflow

Use the Case Status Workflow to automatically open a Case based on a Response’s score.

Steps:

1. Go to your Workflows page

2. Create a new Case Status Workflow

3. Add a rule targeting, for example:

   • NPS Detractors (score of 6 or less)

   • CSAT of “Unsatisfied” or “Very Unsatisfied”

   • 5-Star rating of 2 or less

4. Set the Workflow to mark the Case as “Open”

Optional:

• Add additional rules to filter by Location, Team, or Business Unit

• Assign Cases automatically to a specific AskNicely User

📲 Users assigned to Cases will receive email notifications and push alerts if using the AskNicely mobile app.

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⚙️ Automatically Assigning a Case Through a Workflow

Automatic case assignment is only available on the Grow and Transform plans.
If this feature isn’t available in your account, reach out to our team to enable it.

To auto-assign an “Open” case to a team member:

1. Go to Workflows > Actions > Case Status

2. (Optional) Rename your workflow – e.g. Assign Promoter Scores with Empty Comments

3. Select Automatic

4. Choose a cadence (e.g., Only once per survey)

5. Add a rule:

   • Select Open (only open cases can be assigned)

   • Choose:

     • Assign a specific user – then select from the user dropdown

     • Assign a user from custom data – then select the field containing the user value

6. Click Save Workflow

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🧍 Manual Case Assignment

Admins and Managers can manually assign Cases to Users from the Response Reply window.

Steps:

1. Open the Response from the Responses page

2. Click Open Case

3. Choose the team member from the Assignment dropdown

This is useful when routing unique responses to the right person based on customer relationship or team structure.

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⏱️ SLA and Case Management

Establish a Service Level Agreement (SLA) within your business to ensure that Users understand which cases require immediate attention due to inactivity.

To activate an SLA:

1. Go to Settings > General > Case Management

2. Scroll to Service Level Agreement

3. Type in the number of hours until an action is overdue

4. Toggle ON the SLA standard

Once set, overdue cases will be clearly marked to help your team prioritize.

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👀 Viewing Cases by Status

Users can quickly sort and review cases using the Status tabs:

• Overdue

• Open

• Closed

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⚙️ How to Configure Case Management Reports

To adjust how Case Management is tracked and reported:

Go to: Settings > General > Case Management

You’ll find three configurable options:

🏷️ Close Options

Allows you to categorize how a case was resolved, such as via phone, email, or in person. This is useful for tracking resolution methods across your team.

⏱️ Service Level Agreement (SLA)

Enable this setting to define the maximum hours allowed before a case is marked overdue.
Once enabled, the SLA tab will appear in Dashboard > Reports > Case Management.
A case is considered "met SLA" if resolved within the business hours you define.

🕒 Business Hours

The SLA calculation respects your defined business hours.
If you want the SLA to be calculated across all hours (24/7), set every day to 24 hours in the business hours configuration.

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📊 Viewing Case Management Reports

To access your case performance data, go to:
Dashboard > Reports > Case Management

You’ll see two tabs:

🗂️ Cases Tab

Displays all open, closed, and average case resolution times. You can filter this data by categories such as City, User, or other custom fields.
To export your results, click "Export to CSV".

⏳ SLA Tab

Shows a breakdown of Cases that were resolved within or outside of your SLA threshold. This tab also supports filtering by fields like City and User, and can be exported using "Export to CSV".

🔒 Note: The SLA tab is only visible if the SLA setting is enabled under Settings > General > Case Management.

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🔗 CRM & Helpdesk Integration

Integrate AskNicely Case data with your team’s existing workflows.

Options:

• Use native integrations (Salesforce, HubSpot, etc.)

• Or configure a Workflow to send Case info to a support inbox or ticketing system

This ensures your team acts on feedback wherever they work.

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✅ Summary

Advanced Case Management enables your teams to:

• Automatically open and assign customer Cases

• Organize by SLA-based statuses

• Collaborate efficiently and resolve faster

• Sync responses to your external support tools

💬 If you need help enabling this feature, chat with us in-app or email [e-mail].