Process to Setup automatic ticket follow-ups

To set up automatic ticket follow-up, do the following:

  1. You can set a follow-up from any support ticket's Follow-up tab, as shown in the figure below:
  2. Follow-up tab

  3. Select a time for the follow-up, either by setting it to pop up in a certain number of minutes, hours, days, etc. or simply by selecting a specific date and time.
  4. Set date and time for follow-up

Select the actions that you want GFI HelpDesk to perform once the follow-up time, specified in step 2, has reached:

  • The General section allows you to make changes to the ticket DEPARTMENT, OWNER, TYPE, STATUS, or PRIORITY.
  • The general section

  • The Add Note section allows you to add a customized note to the Ticket, User, or User Organization.
  • Add note

  • The Post Reply section allows you to save a ticket reply that is sent to the user when the follow-up's target time is reached.
  • Post reply

  • The Forward section gives you the option to forward the ticket to any email you specify, optionally accompanied by a message.
  • Forward section

Example of Creating a Ticket Follow-Up

This example describes the process of creating a follow-up that must fire after 2 days and reopen the ticket, set it to high priority, and add a note reminding you where you left things.


To set ticket follow-ups in GFI HelpDesk, you need a staff account with the Ticket follow-ups permission.

To set a follow-up on a ticket, follow the steps given below:

  1. Sign in to the staff control panel.
  2. Open the ticket you want to follow up on.
  3. Click the Follow-up tab.
  4. Now, set the timeframe. Select In days and enter 2.
  5. Check the General box.
  6. Set the Status to Open and Priority to High.
  7. Note:

    The user can set these options however they like, we are just going through the given scenario of how the user might use follow-ups.

  8. Check the Add Note box.
  9. Add an explanatory note to remind yourself of what attention the ticket needs from you. For example, the user is waiting on a response from the engineering team.
  10. Click the Update button on the top toolbar to save it.

Confirmation: You are able to see all the follow-ups that you have set on a ticket, as well as their behavior, in the Follow-up tab, as shown in the image below.

You can view all the follow-ups set on a ticket


Set up an external cron on the server for follow-ups. For more information, refer to Setting up a server cron or scheduled task.