Automate ticket actions
Apply status changes, replies, notes, and assignments to run automatically at a time you choose.
Follow Ups
Never let a ticket fall through the cracks
Follow ups let agents set automated reminders and actions on any ticket, so the right thing happens at the right time, without anyone having to remember it.
Remind yourself to act
Set personal follow up prompts so you're back in a ticket exactly when you need to be.
Stop chasing replies
Automated messages go out when a customer goes quiet, so agents don't have to monitor every open thread.
Set it once. Let it run.
Support teams deal with a lot of moving parts. An agent might be waiting on a customer response, tracking down an internal approval, or managing a ticket that only needs attention in three days' time. Without a system in place, things slip.
Follow ups are built into every ticket in Deskpro. Agents can set reminders, schedule automated actions, and configure timed responses, all without leaving the ticket view.
Powerful actions that are straightforward to configure
Define exactly when you want something to happen on a ticket, then let Deskpro handle it.
Set status
Set status
Automatically resolve tickets, put them on hold, or bring them back into the queue after a set period of inactivity.
Assign team or agent
Assign team or agent
Route tickets to the right person at the right moment, without manual intervention.
Add reply or note
Add reply or note
Send a timed message to the customer or leave an internal note for the team.
Mass actions and macros
Mass actions and macros
Run bulk updates or trigger a macro as part of a scheduled follow up.
FEATURES
Everything you need
Powerful features designed to streamline your workflow and boost productivity.
Agent-level control, without the overhead
Follow ups are a deliberate, agent-driven tool. Different from escalations, which run globally across the help desk. When an agent knows a ticket needs attention later, they set a follow up from within it. The reminder takes care of itself from there.
Schedule by time elapsed or exact date
Set a follow up to trigger after a specific number of minutes, hours, days, or weeks. Or pick an exact date and time. Either way, the action runs when you need it to, not when someone remembers to check.
Built for support teams, not just ticket management
Never miss a deadline
Set a follow up on any ticket that needs attention by a specific date. It resurfaces automatically when the time comes.
Handle unresponsive tickets cleanly
Automatically resolve or chase tickets after a period of customer inactivity, without agents having to monitor them manually.
Smart cancellation
If a user replies before a follow up fires, it cancels automatically. No duplicate messages, no awkward comms.
Full visibility on pending actions
See the status of every follow up across your tickets (pending, completed, or cancelled) so nothing is left hanging.
Frequently asked questions
Can I customize the actions performed by automated follow ups?
Yes, Deskpro allows agents to define specific actions to be performed during automated follow ups.
You can customize actions such as changing ticket status, adding replies or notes, and assigning teams or agents.
How can automated follow ups improve user response rates?
Automated follow ups ensure timely communication with customers, prompting agents to take necessary actions or send responses.
This helps in providing proactive support, enhancing user engagement, and improving overall satisfaction.
Can I schedule follow ups based on specific criteria or conditions?
Yes, Deskpro allows you to set up follow ups based on specific criteria or conditions.
You can define rules or triggers that determine when a follow up should be scheduled, ensuring it aligns with your support processes and requirements.