Tracking follow-up tasks

Tracking follow-up tasks automatically captures negative reviews and detractors that need action. Use /tasks to manage them through resolution and closure.

Tasks are created automatically:

• From reviews: Any review rated 2 stars or lower triggers a task
• From surveys: NPS detractors (respondents who rated you poorly) create tasks

Before you start

Tasks only appear after reviews or surveys are flowing into ReviewJalpi. If you don't see any tasks yet, make sure you've connected your review sources (Google, Facebook, etc.) or created and sent surveys.

Viewing and filtering tasks

1. Go to /tasks
2. Filter by Status (Open, In progress, Resolved, Closed) or Assignee to narrow the list
3. View the KPI strip at the top to see how many tasks are open, in progress, overdue, and resolved

The list shows:

• Task title and source (review rating or "survey detractor")
• Location (the business location or "All locations" for tenant-wide surveys)
• Assignee (who's responsible)
• Due date under your SLA (showing in red if overdue)
• Current status

The task lifecycle

Open → In progress → Resolved → Closed

1. A new task starts as Open (or In progress if auto-assigned to a location default)
2. Click Assign… to pick who handles it, which moves it to In progress
3. Click Start if the task is still open but you want to begin work
4. When ready to mark it done, click Resolve and fill in:
   • What happened? — brief description of the issue
   • What did we do? — your response or action taken
   • Customer contacted? — Yes or No (required)
   • Final sentiment — Positive, Neutral, or Negative (required)
5. After resolving, click Close to finish

Only you or a team admin can act on tasks assigned to your location. Tenant-wide tasks (from surveys with no specific location) are visible only to admins.

SLA and escalation

Each task has a due date based on your SLA (Service Level Agreement). By default, tasks are due within 24 hours. Your admin can change this per location in Settings.

If a task passes its due date without being resolved, it:

• Shows in red under "Past SLA" in the KPI strip
• Receives a [Escalated] event in the timeline
• Triggers a manager alert

Tips

• Assign early: Set a default assignee per location so new tasks automatically go to the right person and move to "In progress"
• Keep notes brief: Capture just enough in "What happened" and "What did we do" so you can look back later
• Sentiment matters: Choose the final sentiment based on how the issue was resolved — helps you track customer satisfaction over time
• Manual tasks: You can create tasks manually too if you spot something outside your reviews or surveys that needs follow-up