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: Schedule a Follow-Up Message

In the follow-up panel:

• Choose when to send the follow-up by selecting a date and time.

• Type your message - this could be a friendly status update or a reminder that you're still working on the issue.
   

Click Create to schedule it.

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.

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.