Never forget to follow up
Prompt agent activity, automate individual ticket actions, and set up reminders regarding important
issues with Deskpro Follow Ups.
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Improve agent engagement and daily productivity.
Provide a frictionless support experience across all channels.
Understand your team performance at-a-glance.
Configure a powerful helpdesk that works for your organization.
Easy to customize dynamic customer support software.
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.
Every common response is readily available, so agents never waste time typing the same reply twice.
Standardized responses mean agents are less likely to make mistakes when typing replies to customers.
Agents using snippets can send the perfect response to customers in mere seconds - making everyone happier.
Provide international support with ease. Snippets comes with multi-brand and multi-language helpdesks.
Allow developers and IT teams to easily integrate Snippets with the rest of your software applications.
Define exactly when you want an action to run on any ticket.
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 another agent or team to a ticket. Ensure customers get the right support, from the right people, and at the right time.
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.
Run macros or stack multiple actions for almost limitless and powerful individual ticket outcomes.
Insert pre-written responses to typical issues with a couple of clicks, and link triggers in tickets using macros.
Insert pre-written responses to typical issues with a couple of clicks, and link triggers in tickets using macros.
Insert pre-written responses to typical issues with a couple of clicks, and link triggers in tickets using macros.
Insert pre-written responses to typical issues with a couple of clicks, and link triggers in tickets using macros.
Effortlessly view and manage Follow Ups - without leaving the ticket
View the status of each Follow Up. See whether Follow Ups have been completed, cancelled, or are pending.
Automatically cancel action if the user replies before the defined Follow Up time has been met.
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