Using Rules to manage data imported from integrations

Here's a couple of automation rules workflows which can help you manage incoming feedback data imported from integrations:

Automatically delete unwanted support tickets

Let's say that you want to import only Zendesk tickets or Intercom conversations with specific tags (product-feedback and product-issue).

You can create a rule with the following conditions:

And "delete" action:

You can decide to keep existing data and apply this rule only to new documents.

From now whenever a new ticket from Zendesk comes in and it's not tagged with product-feedback or product-issue it will be deleted. However, as soon as either of the tags is added in Zendesk (by a support agent or a macro) our system will pick up that change and make that document searchable again.

You can create rules which will quickly remove unwanted feedback and make sure it's there when it changes in your sources. You can create rules like this one for any integration or source of feedback.

Sending data to projects automatically

It's often helpful to create research projects tracking a specific subset of your feedback data. Here's how you can automate a project to store all Play Store reviews in the project's inbox for example. We will use Trello's Android app reviews in this example:

  • First, connect your Play Store reviews via our integration
  • create your research project, let's call it "Play Store Reviews"
  • select "Automate project inbox" from the action menu in the newly created project

  • in the rule's condition's use the following query:

and finish creating your rule.

The rule will find all existing Play Store reviews in your account and add them to your project, and do that for any new review that will be added to your account in the future.

Assigning properties based on tags imported from integrations

Similarly to how you can delete incoming tickets without a specific tag, you can turn a tag imported from an integration into a property, here's an example of turning an Intercom's "feature request" tag into "feedback type: feature request" property:

The query:

Rule actions:

You can optionally use the tag manager to hide the imported "feature request" tag if it's introducing noise.

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