How to Send a Reminder to a Customer Requesting an Update on Their Ticket
In the event that a ticket has been awaiting a customer’s update for an extended period, and you want to remind a customer to reply. This can be done by setting up a workflow. By adding a tag to a ticket to trigger a reminder email via Time Trigger. Read on to learn how to use the Tags, and the Time Trigger to notify customers to update tickets.
Adding a public note to remind the customer
Add the conditions and actions shown in the Time Trigger summary screenshot below to include a Public Note in the ticket as a reminder for the customer to update it. This action will trigger an email notification for the customer.
- We have provided an example by setting Hours Since Waiting for Customer to 24. However, you have the flexibility to define your own preferred hours.
- In the time trigger, you have to use the same tag that you added in the ticket.
Remove the tag after the customer replied
You can use the Update Ticket Trigger to automatically remove the tag if the client responds to the ticket before the time trigger rule adds a public note. To remove the tag from the ticket, follow the conditions and procedures described in the summary screenshot below.
Adding a tag to the ticket
Once the workflow is set up, agents can mark a ticket as Waiting for Customer and can add a tag to the ticket. Refer to the screenshot below
The tag remind-customer-for-input serves as an illustration. You have the flexibility to create customized tags.
