Issues & triage

The Issues queue is your central hub for everything Alerts catches. Each time a survey response matches one of your alert rules, it's flagged automatically and lands here as an issue — ready for your team to review, discuss and resolve. It's where triage happens, so important feedback never slips through the cracks.

Issues are scoped to the workspace selected at the top of the sidebar. Switch the workspace to see a different workspace's issues.

What an issue is

An issue is a single survey response that one of your rules raised because it matched the conditions you set — for example a low score, a specific answer, or a keyword in an open comment. Rather than hunting through every response, your team works from this one queue, where each flagged response becomes a row you can read, label, discuss and close out.

What each row shows

Every row gives you the essentials at a glance, so you can decide what to do without opening it:

• Source — the rule that raised the issue and the survey the response came from, so you know why it was flagged and where it originated.
• Status — a colored label showing where the issue sits in your workflow. You can change it right from the row (more on this below).
• Created and resolved times — when the issue was raised, and when it was closed out, so you can see how long it took to handle.
• Tags — shared labels you can add or remove inline to organize and group issues.
• Segments — the customer segments the responder matched. These are read-only and help you see who the feedback came from at a glance.
• Actions — open the full response, jump into the comments thread, or launch a recovery to follow up with the customer.

Status vs resolution

These two things sound similar but do different jobs, and it helps to keep them straight.

• Resolution is simply whether an issue is still Open or Resolved. It's a quick way to separate what still needs attention from what's already handled, and the queue defaults to showing Open issues.
• Status is the label an issue moves through as you work it — for example New, In progress or Closed. Statuses are richer, colored, and fully your own. You define them under Statuses & settings.

In short: resolution answers "is this done?", while status tells the fuller story of where it is in your process.

Changing an issue's status

You can change an issue's status directly from its row, without opening anything. A searchable dropdown lists the built-in system statuses alongside your workspace's own statuses — start typing to filter to the one you want.

Every change is kept in a status history for that issue, showing who changed it, when, and which status it moved from and to. That gives your team a shared record of how each issue was handled — handy for handovers and for reviewing how quickly you respond.

Filters and sorting

The queue puts a handful of filters at the top so you can zero in on exactly what matters. They stack together — for example, all Open issues from one rule, raised this week.

• Status — show only issues on a particular status.
• Resolution — choose All, Open or Resolved.
• Rule — focus on issues raised by a single rule.
• Created date — the last 7 days by default, or switch to the last 30 days or a custom range.

Issues are sorted newest first and shown 25 per page, with the total count displayed so you always know how big the queue is.

Comments

Every issue has its own comments thread for your team. Post a note — saved with your name and the time — to capture context, flag a next step, or hand the issue to a colleague. Reply to teammates to keep the conversation in one place, right next to the response it's about. It's the easiest way to coordinate a follow-up without leaving the queue.

Tags

Add or remove tags on an issue inline, and create new ones on the fly as you need them. Tags are shared across your whole organization, so everyone draws from the same set of labels and your feedback stays organized the same way it is elsewhere on the platform.

Real-time updates

The queue keeps itself current. It checks for new issues about once a minute, and when fresh ones arrive while you're viewing, a banner offers to show them so nothing surprises you. There's also a refresh button to reload on demand whenever you want the very latest.

Create an issue manually

Not every piece of feedback arrives through a survey on its own — sometimes a customer tells you something over the phone or in person. The New issue → From survey flow lets you capture it anyway. Pick the questionnaire (and add optional details about who it's for), generate a survey link, submit the response yourself, and it lands in the queue like any other issue. It's a tidy way to log feedback that came in through another channel so it's tracked and triaged alongside everything else.

Triage an issue

Here's a typical pass through a single issue, start to finish.

Escalated

There's also a separate Escalated view for issues that have been raised to a higher tier and need extra attention. Coming soon

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