Managing Survey Responses

Every response moves through a lifecycle represented by three status stages. Proper status management keeps your team aligned and ensures accountability for customer feedback.

New is the default status for freshly received responses. The clock icon and default-colored badge indicate that this feedback hasn't been reviewed yet. New responses appear in the "New" filter, making them easy to find during daily triage sessions.

In Progress signals that someone is actively reviewing or handling the response. The eye icon and secondary-colored badge communicate that work is underway. Moving a response to In Progress removes it from the New queue and adds it to the In Progress filter, preventing duplicate work by multiple team members.

Resolved marks responses that have been fully addressed. The checkmark icon and outline badge indicate completion. When you mark a response as Resolved, the system automatically records a resolvedAt timestamp, creating an audit trail of when issues were closed. Resolved responses move to the Resolved filter, serving as an archive of completed work.

You can update response status directly from the responses table without opening the full detail page. Each row includes a status dropdown - simply click it, select the new status, and the change saves automatically. This streamlined workflow enables rapid triage of large response volumes, especially during busy periods.

The system provides visual feedback when status changes are saved, and dashboard metrics update immediately to reflect the new status distribution. If you're viewing a filtered list (like "New" responses), successfully changing a response's status removes it from the current view since it no longer matches the filter criteria.

Establish a team convention where reviewers mark responses as "In Progress" when they start investigating an issue, and "Resolved" only after taking appropriate action - whether that's sending a follow-up email, escalating to management, or documenting a product improvement request.

This practice creates clear ownership and prevents responses from being forgotten. Team leaders can monitor the In Progress filter to ensure cases don't stagnate, while the Resolved filter provides a record of completed work for performance reviews.

The favorites feature acts as a personal bookmarking system for important responses. Click the star icon on any response row to toggle its favorite status. Starred responses display a filled yellow star, while unstarred responses show a faded gray star that turns yellow on hover with a subtle scale animation.

Star responses that contain exceptional praise worth sharing with your team or leadership. Mark feedback that reveals patterns or trends requiring deeper analysis. Flag responses from VIP customers, enterprise accounts, or stakeholders who warrant special attention.

Use favorites to create a curated list of testimonials for marketing, case studies highlighting successful issue resolution, or examples of product improvement suggestions. The Favorites filter gives you instant access to this starred collection, making it easy to review your bookmarked responses during team meetings or quarterly reviews.

Unlike status changes, favoriting is personal and doesn't affect other team members' views or workflow. This makes it a flexible tool for individual organization without impacting team-wide processes.

Internal notes provide a private space to document your thinking, record actions taken, or communicate context to teammates. Notes are visible only to your organization's team members - customers never see them.

Navigate to the full response detail page by clicking the eye icon on any response row. The Status card includes an "Internal Notes" textarea where you can type free-form comments. Click the Save button to persist your notes to the database.

Document the specific actions you took in response to feedback: "Called customer on 2/13, apologized for delay, offered 20% discount - they accepted and agreed to update review."

Provide context for teammates who might handle follow-up: "VIP customer, previously had billing issue in January, watch for additional complaints."

Record patterns you notice: "Third complaint this week about checkout flow on mobile - flagged for product team review."

Tag other team members if your organization uses a convention like "@Sarah - can you follow up on the integration issue mentioned here?"

Notes persist with the response indefinitely, creating a historical record of how the case was handled. This documentation proves invaluable when conducting quality assurance reviews, training new team members, or investigating recurring issues.

Responses can be assigned to specific team members using the assignedToUserId field. While the current interface doesn't show an assignment dropdown in all views, the underlying system supports assigning responses to distribute workload and create accountability.

Assigned responses appear in that user's "Assigned to Me" filter, creating a personalized task list. This feature is particularly valuable for teams with specialized roles - for example, routing technical complaints to your support lead while sending billing issues to your finance team.

The PUT /api/responses/:id endpoint accepts updates to status, internalNotes, assignedToUserId, and isFavorite fields. When you make changes through the user interface, these API calls happen automatically. The system uses optimistic updates and TanStack Query cache invalidation to ensure changes appear instantly while maintaining data consistency.

After updating a response, related dashboard metrics refresh automatically. For example, changing a response from New to Resolved decrements the New count and increments the Resolved count across all views that display these metrics.

For a comprehensive guide to everything available on the response detail page, including how to view all survey answers and customer scores, see Response Details.

To learn how filters work with status changes and favorites, check out Using Response Filters.