Never forget to follow up
Prompt agent activity, automate individual ticket actions, and set up reminders regarding important issues with Deskpro Follow Ups.

Rest assured, you’ve got yourself covered

The helpdesk is a busy place. Agents are tasked with managing and a range of complex customer issues at all times. This means your team is required to juggle a series of 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 in itself.

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.

Simply open the Follow Ups tab within any ticket, and set the actions you want run after a defined period of time, or even on a specific date.

Whether you need to set a simple reminder for yourself to follow up with a customer, or want to automatically re-assign a ticket to another department after a few days, Follow Ups allow you to stay way ahead of your workload.

Increase Efficiency

Every common response is readily available, so agents never waste time typing the same reply twice.

No Surprises

Standardized responses mean agents are less likely to make mistakes when typing replies to customers.

Customer Experience

Agents using snippets can send the perfect response to customers in mere seconds - making everyone happier.

Improve Accountability

Provide international support with ease. Snippets comes with multi-brand and multi-language helpdesks.

Full REST API

Allow developers and IT teams to easily integrate Snippets with the rest of your software applications.

Sophisticated actions and automations

Define exactly when you want an action to run on any ticket.

Set status and hold options

Change the status or hold settings of a ticket. Automatically resolve tickets, and set timeframes for revisiting particular issues if the customer is unresponsive.

Assign team or agent

Assign another agent or team to a ticket. Ensure customers get the right support, from the right people, and at the right time.

Add reply or note

Add a new customer reply or internal note to a ticket. Follow up with customers automatically, or leave yourself a reminder to act in due course.

Multiple actions and macros

Run macros or stack multiple actions for almost limitless and powerful individual ticket outcomes.

Timing is everything

Define exactly when you want an action to run on any ticket.

Select any number of elapsed minutes, hours, days or weeks to pass in order for Follow Up actions to run on a ticket. Alternatively, set a specific date and time for Follow Up actions to run instead.

Priceless convenience, in any situation

Discover the limitless value of Follow Ups by using them the way that serves you best

Sales management

Insert pre-written responses to typical issues with a couple of clicks, and link triggers in tickets using macros.

Customer success

Insert pre-written responses to typical issues with a couple of clicks, and link triggers in tickets using macros.

Workflows and processes

Insert pre-written responses to typical issues with a couple of clicks, and link triggers in tickets using macros.

Task mastery

Insert pre-written responses to typical issues with a couple of clicks, and link triggers in tickets using macros.

Truly simple management

Effortlessly view and manage Follow Ups - without leaving the ticket

Follow Up status

View the status of each Follow Up. See whether Follow Ups have been completed, cancelled, or are pending.

Intelligent cancellation

Automatically cancel action if the user replies before the defined Follow Up time has been met.

Ready to get started?

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