Customer feedback, especially negative reviews, provides valuable insight into where improvements are needed. SmartMoving’s Online Reputation Management (ORM) tool helps ensure these issues are addressed promptly by allowing you to create and manage customer support tickets directly from reviews.
How Review-Based Tickets Work
Support tickets can be created from both SmartMoving Only (internal) and public reviews. Tickets help your team track issues, follow up with customers, and resolve problems efficiently.
Tickets may be created:
Automatically, based on configured rules
Manually, directly from the review
Each ticket is linked to the relevant job and customer whenever possible.
Automatic Ticket Creation
SmartMoving can automatically create customer support tickets for reviews that meet specific criteria, such as low star ratings.
To enable automatic ticket creation:
Go to Settings
Select Marketing
Click Public Review Tickets
Enable ticket creation for SmartMoving Only and/or public reviews
Define trigger criteria (for example, 1–2 star reviews)
Once enabled, tickets are generated as soon as a qualifying review is received.
Manual Ticket Creation from a Review
If automatic rules are not configured, you can still create tickets manually.
To create a ticket from a review:
Open the review in the Reviews Inbox
Click Create Ticket
Review the linked job and customer details
Submit the ticket
This ensures no negative feedback goes unaddressed.
What Information Is Included in a Ticket?
When a ticket is created, it includes:
Customer details
Job information (when available)
Review content and rating
Review source (internal or public)
This context helps your support team respond quickly and accurately.
Notifications for Review-Based Tickets
Once a ticket is created:
Customer support teams are notified
The issue can be tracked through resolution
Follow-ups can be coordinated internally
Notifications help ensure accountability and timely response.
Best Practices for Managing Review-Based Tickets
Enable automatic ticket creation for low-star reviews
Respond to tickets promptly to improve customer satisfaction
Use review details to guide customer outreach
Track recurring issues to identify operational improvements
What’s Next?
After setting up ticket workflows, consider:
Reviewing Review Screening settings
Customizing notification rules
Monitoring review trends using AI summaries
These features work together to strengthen service recovery and protect your reputation.