Embedded Automation for Following up on tickets
complete
D
Dewayne
When an agent sends a message, it would be nice to have a feature that you can set that automatically follows up on the ticket without having to create a potentially complexed automation. This feature would be a setting where you just enter the timeframe where you would follow up and it takes into consideration if there was a response from the end user during that time. If there is still no response from the end user after the follow up message, you can set another amount of time to auto close the ticket
Vlad Shlosberg
complete
Vlad Shlosberg
Hey All, got an update for you. We got this build and deployed into beta. Check out the update here: https://foqal.foqal.app/answers/urn%3Afq%3Aarticle%3Ae284c72ad401414b8eee3dd920e34c58
Vlad Shlosberg
Enrique Gonzalez - do you mean the following:
- Ticket is created, agent responds with some tasks for the customer to try.
- Customer says "we will try it" or something
- It follows up with the customer XX hours later even though the last message was from the customer?
Is that what you mean?
E
Enrique Gonzalez
One edge case that would be good to include:
- Make it so if a ticket’s last response is not from an agent but still on the customer’s court (e.g. additional user comes out and acks a next step that they need to do but is still on them to do) it can still be counted and start the timer for follow up
In some softwares this can be controlled by the status being in “Pending” but unsure if this is possible here.