Still Angry in Public
The helpdesk says closed; the timeline disagrees. Here is who, and why.
The job
Answers the questions leadership asks first about each public complainant: did we reply from the official account, did we resolve it, and is the person still posting? Then it drives down the cases closed on the helpdesk but still angry in public.
The moment
Leadership sees each public complainant as a pair: the helpdesk note beside the person's latest public post, under three lights for official reply, resolved and still posting.
The CEO asks whether one customer is still posting. The answer is already on screen: 3 posts since the ticket was closed.
The ticket was reopened 4 minutes ago and a callback is booked.
A week later, the pair merges into one green card built around the customer's thank-you post.
What it does
- Stitch a public complainant to a helpdesk case
- Reopen the case
- Book a callback
- Queue a care reply
- Update lights
- Automatic public-to-private stitch
What you see
Three-light ledger with a red list of diptychs (helpdesk note vs public post) that fuse into one green card, plus a leadership tile
What it moves
The number and rate of cases closed on the helpdesk but still angry in public, per team per week, and the median days from a public complaint to the person posting thanks or going quiet.
Built for
- Executives & leadership
- Compliance, complaints & legal
- Frontline staff
