An alert warns you. A follow-up is what makes sure someone acted — and keeps a record of what was done. It is the difference between knowing a customer complained and being able to prove, weeks later, that their problem was solved. The queue lives in the Follow-ups menu.
Example used throughout: a customer gives a 3 on the post-support survey and writes that the product arrived damaged.
How a follow-up appears
Every response in the low band of the scale opens a follow-up on its own, as soon as it arrives: a score of 0 to 6 on NPS, and 1 or 2 on satisfaction (CSAT) and effort (CES) surveys. These follow-ups carry the Automatic tag; hover over it and it explains that the system opened the follow-up because the score fell in the lowest band of the scale (detractor on NPS, dissatisfied on CSAT, high effort on CES). In the example, the customer's 3 is already in the queue as Open.
You can also open a follow-up manually from any feedback — including a promoter who praised you but left a serious caveat. In the Feedback menu, use the Open follow-up icon on the comment card. Each response has at most one follow-up.
Responses from a test send do not enter the queue: testing your own survey with a low score does not become work for the team.
The three states
- Open — nobody has taken it yet. The card shows Unassigned.
- In progress — someone clicked Assign to me and became the owner; their name shows on the card. If someone else took it seconds earlier, the system tells you who, instead of switching the owner.
- Resolved — the contact was made and the outcome is recorded on the card.
The queue shows pending items first, oldest to newest; resolved ones go to the end.
Resolving requires saying what was done
Clicking Resolve opens Resolve follow-up with the What was done field (up to 2,000 characters). You cannot resolve without filling it in. This history is what the team checks when the same problem shows up with another customer — and it is what remains when the person who solved it has left the company.
A good record is concrete: "Called the customer, the product had arrived with a cracked screen. Replaced it and offered a 15% coupon." — not "resolved".
Filters
Filter by Status, Assignee and Survey, or check Unassigned only to see what still has no owner. Clear filters brings back the full queue.
The panel at the top
- Open — waiting for someone to take them.
- In progress — they already have an owner.
- Overdue — past their due date without resolution (see below).
- Average time to close — in hours, from the follow-up opening to being resolved.
The average only counts resolved follow-ups: one that has been open for three months has no "end" to measure. Until someone resolves something, the field shows a dash instead of zero.
Due date and overdue
Every open or in-progress follow-up has a Due date field right on its card in the queue. Follow-ups start without one; set it when you want the resolution by a given day. The due date lasts until the end of the chosen day, in the account's time zone, and you cannot pick a past date. Leaving the field blank removes the due date.
Once the due day passes without resolution, the follow-up shows as Overdue and counts in the Overdue indicator and the Overdue only filter. Follow-ups without a due date are never overdue.
Pairing with alerts
The alert takes the warning to where the team already is — email, a Slack channel or your system via webhook. The follow-up organizes the work inside the platform: who took it and what was done. In practice: the new feedback alert lands in Slack, someone opens Follow-ups, takes the customer's follow-up and later records the outcome.
Who can use it
Follow-ups are part of the Pro and Business plans and of the trial; on Free, the screen opens with the note This feature is available from the Pro plan. Anyone on the team can take and resolve them — you do not need to be the account administrator, because the people who handle customers are the support team.
If the account goes back to a plan without the feature, follow-ups are not deleted and reappear when the plan is reactivated. In the meantime, detractor responses do not open new follow-ups.
Privacy
A follow-up shows the respondent's name, never their email. On anonymous surveys (the usual case for eNPS), not even the name shows: the card displays the score and the comment as coming from an anonymous respondent.
Where to go next
- Alerts — get warned when the comment arrives.
- Results and reports — the effect of follow-ups on NPS over time.
In short: the detractor becomes a follow-up on its own, someone clicks Assign to me, makes contact and clicks Resolve recording what was done — and Average time to close shows how long the team takes.