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Add follow-up actions to tickets

What would be helpful is a “follow up in” action, which would remind agents to ping the customer again in X days after the ticket is closed. Use cases are like:

  • after the problem is resolved, write back in 1-2 weeks with something like “Things still working fine? Any ideas/suggestions?”

  • if investigation is done, but the problem not yet resolved, write back every couple of months to give an update on our plans (and, again, ask for ideas or suggestions)

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AdminRowland Jacobi (Support Manager, ZenRep) shared this idea  ·   ·  Report…  ·  Admin →
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  • Anonymous commented  ·   ·  Report

    This should really be implemented as fast as possible!

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