Setting automatic ticket follow-ups

Staying on top of every ticket in your queue is a difficult task. With follow-ups, you can offload some of that pressure by scheduling ticket replies or updates at any time you specify.

The following are some examples when follow-ups are essential for providing efficient customer support to your customers:

  • A ticket needs a response from your engineering team. You can reply to the ticket saying you will check and get back to them, and then create a follow-up to automatically re-open the ticket in a few days' time.
  • You have resolved a ticket, but you want to make sure your user is getting on alright. You could set a follow-up to automatically email your customer a week after the ticket is closed, to make sure everything is going smoothly.

This topic guides you through the different options available for follow-ups, and the process of creating your own.

Things You Need to Know

Follow-ups are set on individual tickets. This means that you cannot create or set a single follow-up to be applied to multiple or all tickets in your helpdesk.

The follow-up cannot be set with a dependency condition based on the customer's response to the ticket. For example, you can not set a follow-up to fire when the customer does not respond to the ticket after a certain number of days. This is because the follow-up will fire regardless of any conditions. However, this can be achieved using the Auto-Close rule.

Using Auto-close rules, you can have GFI HelpDesk automatically email your customers if their ticket has been inactive for a certain time, and then automatically resolve the ticket if you still get no response. To learn more about this feature, refer to Resolving Tickets Automatically Using Auto-Close Rules.

You can use the Follow-up function to change the status of the ticket automatically.