Specialist Notes: |
When a ticket has been set to ‘Waiting on User’ for 72 hours and there has been no response from the user, an automation reopens the ticket and adds it back to the queue. When this happens, we are to check if the issue has been addressed (if it’s possible).
➤If the issue has been addressed, use the Ticket Awaiting Response | Issue/Inquiry Resolved SR instead.
➤If the issue has not been addressed or we are unable to check if the issue has been addressed, follow up with the user using the following SR (also available in ticket canned responses) and set the ticket status to ‘Following Up with User’.
➤If there is still no response from the user after 72 hours, an automation will mark tickets with the status ‘Following Up with User’ to ‘Closed’.
See flow chart below:
IMPORTANT! Do NOT update the ticket until after the 72 Hours have passed and the automation reopens the ticket. There may be rare occasions where the automation does not reopen the ticket after 72 Hours. If you come across a ticket where the 72 Hours has passed and the ticket did not reopen, proceed with reviewing the ticket and update it accordingly. If you are unsure what to do, reach out to the management team for further guidance. |
Standard Response: |
We trust this email finds you well. We wanted to reach out and follow up on our recent correspondence regarding your request for assistance.
Are you still in need of assistance? If so, kindly respond to this email and we will be happy to assist further. Note: you may need to refer to any previous email sent by our live support team to provide any requested information/update.
If you no longer require further assistance, please disregard our correspondence and the ticket will be closed. If we do not receive a response within 72 hours, your ticket will be considered closed.
Should you need assistance with any other issue/inquiry/request, please feel free to let us know. We're more than happy to assist! Have a great rest of your day! Sincerely,
