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)
13
votes
AdminRowland Jacobi
(Support Manager, ZenRep)
shared this idea
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Anonymous
commented
This should really be implemented as fast as possible!