How to Automate Ticket Follow-Ups

Following up on support tickets can be easy to miss, especially when issues take time to resolve or need multiple teams' input. This can delay responses and frustrate customers.

The Auto Follow-Up feature in ProProfs Help Desk lets you schedule messages directly inside a ticket. Customers stay informed, even if the agent is unavailable.

Benefits: 

• Ensure Consistent Communication: Automate responses to prevent follow-up gaps, ensuring timely updates even when agents are unavailable or shifts change.
   

• Improve Customer Experience: Keep customers updated, reduce uncertainty, and minimize repeat queries about the ticket status.
   

• Maintain Clear Ticket History: All scheduled follow-ups are added to the ticket thread, keeping conversations organized and transparent.

Example Use Case:
A customer reports a technical issue that needs input from another team. The agent acknowledges the ticket and sets a follow-up to go out in 48 hours. The message is sent on time, even if the agent isn’t available—keeping the customer informed without extra effort.

When to Use Auto Follow-Up

• A ticket needs more time or input from other teams.

• You want to confirm the issue is being worked on.

• You want to check in later if the customer doesn’t reply.

How to Set Up Ticket Auto Follow-Up

Step 1: Enable Auto Follow-Up

• On your ProProfs Help Desk account, click on your profile icon in the top-right corner and select My Account.

• Toggle the option to Enable Auto Follow-up.

Once enabled, the Auto Follow-Up icon will become available in your ticket conversations.

Step 2: Access the Follow-Up Option in a Ticket

Open the ticket from your inbox. In the conversation section, you’ll now see the Auto Follow-Up icon in the right-hand sidebar.

Clicking this icon opens the scheduling panel where you can create your follow-up.

Step 3: Configure the Follow-Up Schedule

Inside the Automated Follow-Up panel, you will see two scheduling options:

1. One-time Schedule

Use this option if you want to send a single follow-up message at a specific time.

• Select the date and time.

• Enter the follow-up message.

• Click Create to schedule the message to be sent automatically.

2. Auto Follow-Up:

This option lets you create a sequence of follow-up messages that are automatically sent if the customer does not respond. You can choose between two sequence types:

Custom Follow-Up - Create multiple follow-up steps with different delays.

For each step:

1. Choose when the message should be sent (for example, 1 hour after the trigger).

2. Write the follow-up message.

3. Add additional steps if needed (e.g., another reminder after 1 day).

Each step is sent only if the customer hasn’t replied yet.

Recurring - Send follow-up messages at regular intervals until the customer replies.

This is useful when you want to periodically check in with the customer until the issue is resolved or acknowledged.

Make sure to click Save to apply changes.

Step 4: Review in the Ticket Thread

When the scheduled time arrives:

• The follow-up message is automatically posted to the ticket.

• The customer receives a notification email with your response.

• The ticket thread marks the message with “Auto followed up” for easy identification.

Best Practices

• Keep follow-up intervals reasonable to avoid overwhelming customers.

• Limit the number of steps to 5–6 follow-ups to prevent spam-like behavior.

• Use shorter intervals if you want faster re-engagement.

That’s all about using the Automate Ticket Follow-Up feature in ProProfs Help Desk. Please contact our support team if you encounter any issues or have any questions.