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How to Schedule a follow-up reminder for agents to update a ticket?

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If you want to snooze or postpone a ticket for a few days, currently there is no direct option to do it. However, you can achieve this by utilizing time triggers and creating a custom status called ‘Follow-up scheduled’. Simply set the resolution due date as needed and change the ticket’s status to ‘Follow-up scheduled’. When the resolution date arrives, using the time trigger an email notification can be sent to the designated agent and switch the ticket’s status to ‘Open’.
To configure a follow-up workflow and remind the assignee via email notification to update the ticket, follow the given steps.

Adding a new custom status - Follow-up Scheduled

  1. Go to Admin > Ticket Fields > Status > Create Status.
  2. Add a new custom status named Follow-Up Scheduled.

Create_Status.png

To learn about creating a new custom status, please refer to this article.

Create a time trigger to remind the agent via email

  1. Go to Admin > Ticket Automation > Time Trigger > Add Rule.
  2. Set the Condition and Action as shown in the following summary screenshot.

Time_Trigger_Summary.png

  1. The custom status ‘Follow-up scheduled’ serves as an illustration. You have the flexibility to create your unique statuses.
  2. If additional time is required, agent can easily extend the resolution date.

Follow-up_Scheduled_and_resolution_due.png

Tracking the follow-up tickets

To retrieve a list of tickets with the Follow-Up Scheduled status and save it as a customized ticket view, you can choose either the basic or advanced ticket filters. Refer to the following screenshots for a better view.

Using basic filter

Basic_filter.png

Using advanced filter

Advanced_filter.png

Related articles

  1. Using and saving Basic Filters as Ticket Views.
  2. Using and Saving Advanced Filters as Ticket Views.
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