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Escalation Rules: Automatic Priority Detection

Set up rules to automatically flag critical feedback based on keywords, URL patterns, and more.

Qaid Team

When users report critical issues, you need to know immediately. Escalation rules automatically detect high-priority feedback and ensure it gets the attention it deserves.

What Is Escalation?

Escalation automatically flags feedback that requires urgent attention. When feedback matches your escalation rules, Qaid:

  • Marks the feedback with a red “Escalated” badge
  • Makes it filterable via the Escalated filter in your inbox
  • Stores which rule triggered the escalation

Setting Up Escalation Rules

Navigate to your project Settings and select the Rules tab. Click New Rule to create your first rule.

Each rule has:

  • Rule Name - A descriptive label (e.g., “Critical Errors”)
  • Conditions - What triggers the rule (all must match)
  • Priority - Higher priority rules are checked first
  • Active - Toggle to enable/disable the rule

Available Conditions

You can combine multiple conditions. All conditions must match for the rule to trigger. Leave a condition empty to skip that check.

Keywords

Match feedback containing specific words in the message. Enter comma-separated keywords:

error, bug, broken, crash, not working

Keywords are case-insensitive. The keyword “error” matches “Error”, “ERROR”, and “big error here”.

URL Pattern

Match feedback from specific pages using glob patterns:

PatternMatches
/checkout/*/checkout/step1, /checkout/confirm
/api/**/api/users, /api/v2/orders/123
/settingsExactly /settings

Leave empty to match all URLs.

Feedback Type

Filter by the type of feedback:

  • Any - Match both positive and negative
  • Negative - Only thumbs-down feedback
  • Positive - Only thumbs-up feedback

Console Errors

Check the Console errors box to only match feedback where JavaScript errors were captured during the user’s session.

Has Screenshot

Check the Has screenshot box to only match feedback that includes a screenshot.

How Conditions Work Together

All enabled conditions use AND logic - every condition must be satisfied for the rule to trigger.

Example Rule: Checkout Bugs

  • URL Pattern: /checkout/*
  • Keywords: error, stuck, won't load
  • Feedback Type: Negative

This rule only escalates feedback that:

  1. Came from a checkout page, AND
  2. Contains one of the keywords, AND
  3. Is negative feedback

If you want broader matching, create separate rules for each scenario.

Priority and Multiple Rules

When feedback could match multiple rules, the highest priority rule wins. Set priority from 0-100 (higher = checked first).

Rules are evaluated in priority order. The first matching rule determines the escalation status.

Example Rules

Critical Errors

Catch feedback mentioning serious issues:

  • Name: Critical Errors
  • Keywords: error, bug, broken, crash, not working, can't, won't
  • Feedback Type: Negative
  • Priority: 10

Payment Issues

Escalate payment-related problems:

  • Name: Payment Issues
  • URL Pattern: /checkout/*, /billing/*, /subscription/*
  • Keywords: charged, payment, refund, card, billing
  • Priority: 20

Errors with Screenshots

Prioritize bug reports that include visual evidence:

  • Name: Documented Bugs
  • Keywords: bug, error, broken
  • Has Screenshot: checked
  • Priority: 15

JavaScript Crashes

Catch sessions where the app threw errors:

  • Name: App Errors
  • Console Errors: checked
  • Feedback Type: Negative
  • Priority: 12

Viewing Escalated Feedback

In your feedback inbox, use the Escalated filter to see only escalated items. Each escalated feedback shows which rule triggered it.

Best Practices

Start Simple

Begin with a few high-confidence rules targeting clear keywords like “error”, “bug”, and “broken”. Add more specific rules as you learn what patterns appear in your feedback.

Avoid Over-Escalation

If everything is escalated, nothing stands out. Reserve escalation for feedback that truly requires immediate attention.

Use URL Patterns Strategically

Focus escalation on critical paths like checkout, signup, and payment flows where issues have the highest business impact.

Review and Refine

Check your escalation history periodically:

  • Are escalated items actually urgent?
  • Did anything critical slip through without escalation?
  • Are certain rules matching too broadly?

Adjust keywords and conditions based on real feedback patterns.

Pro Feature

Escalation rules require a Pro plan. Free plans can view escalated feedback but cannot create or modify rules.

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