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:



Follow-up tab

2. 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.



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 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.
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.

7. Check the Add Note box.
8. 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.
9. 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