The Events Page

We created the Events page for a few reasons:

To help close the inner and outer loop with your customers
To make note of and track particular feedback within Lumoa
To be alerted to specific types of feedback within Lumoa

The Events page does this by creating Event Tickets. Some example Event Tickets can be found below.



Making an Event Ticket

There are a variety of ways to create an Event ticket, but the easiest method is on an individual comment. For example, let's say you are looking at feedback in Lumoa, and one comment sticks out to you more than the others. This can be for a variety of reasons:

The response is a particularly negative review.
The response is threatening legal action
The response is referencing an issue that has already been resolved
The response is discussing sensitive topics, such as discrimination

...or any other reason that a comment might stick out to you. Once you have found a comment, the first step to creating an Event ticket on it is to open the comment, and then click on the pencil next to the "Assignee" field. This will open up a menu where you can enter information about the Event before it is created.



One of the first things you want to put in is the Assignee. This is the person who you want to inform about this specific feedback. You can search for anyone who is also a user in Lumoa, but you can also put yourself in this field if you want. Regardless of who it is, that person will receive an email from Lumoa after the Event ticket is created. This email will contain a link, and the link will bring them directly to the Events page and to the ticket they were assigned.

But before this ticket is ready, we can still put a bit more information.
The Title field is usually used to tie Events together. Meaning if you are creating multiple tickets around new features your customers are requesting, and assigning all those to a member of the dev team, you may call the title "New Features", for example.
The Value field is what the assignee can use to determine the importance of these tickets. Enter any numerical value in this field, with 1 being the most important and tickets that should be resolved first.
Lastly, a Note is just something that can be added to give some additional context. Usually this is where you write what the assignee should DO with this ticket.

Hitting save will then create the Event Ticket, and fire off the email. The ticket itself can be found from the Events Page, which can be accessed from the header of nearly every page:



Managing and Sorting Events

Once you have some tickets created, the Events page can also help you manage and organize your tickets. Tickets can be marked as "completed" by using the dots to the far right of the ticket itself. You can then filter to view all tickets that are completed or not, as well as filter to view tickets assigned to a specific user. If some tickets are not visible, try enabling the "show all related tickets toggle". What this does is show you all tickets that are associated with your collection, rather than just the current card you are looking at. This information can also be seen from the GIF below as well.

Not sure what a collection is? We have a guide describing What is a collection, as well as covering when to make a new one.



Making and using an Automatic Event

An Automatic Event is a trigger that will create an event ticket and automatically assign it to the right people, based the type of feedback that was submitted. For example, you could set up an automatic event to alert you when:

One of your "gold" tier customers submits a negative feedback
Feedback is submitted about a specific topic, such as discrimination
A support member gets feedback about themselves

To start creating an Automated Event, you need to click on the bell icon at the top right of the Events page, as seen below. This will bring up a list of your currently created Automatics Events. To make a new one, click on the plus at the bottom right of the window.



After, the system will ask you how you want to create this automatic Event, starting with:

Define Topics or Filters. Feel free to mix and match - you can add any number of either, or none whatsoever. Lumoa will eventually start to look for feedback that is submitted with the criteria, such as feedback from B2B customers complaining about Price, for example.
After, you need to define if the feedback you are tracking is Positive, Neutral, and Negative. Note that you can choose more than option.
Lastly, select who should be notified whenever a feedback of this type is submitted to Lumoa. Note that you can choose multiple people.

Hit Save, and then that's it! Your Automatic Event is now watching every feedback that gets passed through Lumoa, and if one matches your parameters, the right people will know about it!

Managing Notification Emails

For some Automatic Events, upwards of a dozen tickets can be created per day. That's a lot of emails being fired off to the assignee! To help relieve this, we have created a page where you can configure your notifications that Lumoa gives you. To start, click on your profile icon in the bottom left of any Lumoa page. From there, click on "Profile".



On this page you can tell the system if you want to receive notifications:
Immediately - at the moment of assigning.
Daily - Everyday, one email will be fired off that contains all of your events you were assigned to the previous day.
Weekly - Once a week receive an email which contains a summary of the performance in your collections (such as scores from week to week).

These options also configure your notifications for manually assigned Event Tickets, not just Automated Events.

Lastly, we have hosted a webinar on the Events page previously. It's everything we covered in this article, with the actual clicks and steps required to understand Events. Feel free to check it out, if you're more of a watcher.



If you require immediate assistance please email help@lumoa.me
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