You can easily create notifications (included in our Growth and Company plans) which send in reaction to responses left by customers. Please read this article for full instructions on how to create a notification rule.
These notifications can also be assigned to specific user groups so that the customer success workload can be easily divided and delegated to the relevant team members. For example, users from a particular retail store can be notified only of negative feedback left in their store. For instructions on how to create a user group, click here.
To assign notifications to a user group:
1. When you create your notification rule, scroll down to the dropdown labelled "Assign feedback to a user group in Feedback Inbox"
2. Select your previously created user group from the dropdown menu
3. Configure the rest of your notification rule and click save
Now when your notification rule is met, only users in the chosen user group will receive a notification.