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Follow-Ups
Never forget to follow up again
Prompt agent activity, automate individual ticket actions, and set up reminders regarding important issues with your customers.
Apply individual actions across tickets to occur at a set time.
Agents can notify themselves to act on a ticket with follow up prompts.
Automatic messaging means agents don't have to keep on top of replies.
Rest assured, you've got yourself covered
The helpdesk is a busy place. Agents manage a wide range of customer issues at all times. This means your team is required to juggle diverse tasks and actions in order to solve each ticket.
With so much complexity, keeping track of who has to do what, and when, can become a challenge.
Follow Ups is a feature in Deskpro that allows agents to set up convenient automations and reminders for almost any helpdesk situation, right from within a ticket.
Sophisticated actions and automations that are easy to set up
With Deskpro, you can define exactly when you want an action to run on any ticket.
Automatic reminders
Stay on top of everything
Agents decide to create follow ups in a ticket if they need to prompt an action in the future, or to automatically send a response at some point in the future.
Follow ups simplify reminders for agents as they can set up internal reminders to ensure they always check in with tickets that require extra attention.
Follow ups are a more manual choice-based automation, compared to escalations which are global and created by admins as a standard across the entire helpdesk.
Time-based tools
Keep your support timed to perfection
Agents can set a follow up on a ticket after a specific amount of minutes, hours, days or weeks has elapsed.
Alternatively, set a specific date and time for the follow up actions to run instead.
Truly Simple Management
Discover the limitless value of Follow Ups by using them the way that serves you best.
Convert more leads to paying customers by organizing multiple touch points.
Keep in touch with your customers by automating check-ins and catchups.
Automatically cancel the follow up if the customer replies before it's sent.
View the status of each follow up. See if they are completed, canceled or pending.
I really like the Follow Ups feature. It’s been really helpful where we can put a ticket in a pending state until a specific deadline so it pops back up.David RacoSystems Administrator
We heavily vetted several applications and found Deskpro was the right choice to support our multi-branding needs. Customers contacting us via different brands automatically get connected to the most appropriate agents.Matt GoldfarbExecutive Director of Support
We set up a wide range of automation tools like escalations, SLAs, and triggers easily. It's turned customer support into a high-performance machine.Eric Van TolDirector of Engineering Support
Automation is our favorite feature hands down. Anything we can do to help lighten the load helps, we’ve dug into the automation pretty heavily in our Cloud platform. It is probably our most used feature.Brian ThomasonIT Systems Engineer
