Follow Ups will perform an action on a Ticket after a specific amount of time but they are also Ticket specific, as they are created from within the Ticket (unlike Escalations).
Adding a Follow Up
You can only add Follow Ups to a ticket using Ticket Actions:
You will have the option to add various actions for the Follow Up:
Assign agent - Reassign the Ticket to a specific Agent
Assign team - Assign the Ticket to a specific Agent Team
Add reply - Add a reply to the Ticket and send this to the participants of the Ticket on a specific date
Add note - Add an internal note to a Ticket as a reminder
Status - Update the Ticket status
Run another Macro - Runs a Macro on the selected Ticket
You cannot add an SLA to a ticket or delete a ticket with a Follow Up.
You also need to choose when this Follow Up will run. You can choose a specific date, or a relative date, eg. in 3 days time
Which gives you full control over when your Follow Up will take place, no matter your preference.
There is an additional Criteria option, to Cancel if user replies so that the follow up doesn't send if the user gets back to you before then.
This is handy for times where you're scheduling a follow up message to remind a user to share some information with you, but if they reply with the information before the follow up you wouldn't want the message to send.
Once the correct time has been selected you can apply your choice of actions using either just one simple action or a combination, bearing mind that one Macro can apply many changes to a ticket, most of which are not options within the Follow Up.
Adding Multiple Actions
In order to get the desired effect you can either apply multiple Follow Up actions to a Ticket as part of one Follow Up, and have all actions take place at the same time, or you can create separate Follow Ups with different delays set and have the actions staggered over time.
For example, if you have a Ticket where you would like to remind another Agent to get in touch with a User after a certain number of days, this can quickly be applied to the Ticket by setting these actions within the same Follow Up:
Add a note to provide some context for the Agent
Set Agent to your colleague to handle the request
Set Status to ensure the Agent can view the Ticket
You could then set another Follow Up with a different date to so that the original owner of the Ticket can view the progress made, which is easily done with:
Set Agent
When saved the Follow Ups tab in the Ticket propeties pane will show you a summary of the actions you have set, including a countdown and the name of the Agent who created them:
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