Striking a balance is crucial in reminding customers about responding to an Autotask ticket. It is important to ensure timely resolution without annoying or overwhelming the customer with constant reminders.
When should I send a reminder?
A general guideline could be to send a gentle reminder after 24-48 hours of no response. If there is still no reply after the first reminder, you can consider sending a second reminder after another 24-48 hours. However, it’s essential to consider the urgency and nature of the ticket. If it’s a critical issue or time-sensitive matter, you may need to adjust your reminders accordingly and follow up more frequently.
Should I send daily reminders?
Some helpdesks will send automated daily reminders. I actually don’t like this. Over-communicating can train customers to ignore emails from a helpdesk. Instead, you should be strategic about when your helpdesk sends an email. For this use case, my recommendation would be:
- When the question/note goes to the customer.
- When the auto-close process begins.
- When the auto-close process completes.
When should I auto-close a ticket due to non-response?
I have an entire blog on the topic of when and how to auto-close tickets due to customer non-response. In general, 3 business days time to warrant the start of an auto-close process. It’s important to communicate with the customer, even if they aren’t responding, that an auto-close process has started. That is, don’t just close the ticket.
How should I handle urgent/critical tickets?
Ultimately, it’s crucial to maintain clear and open communication with your customers, ensuring they are aware of the ticket’s status and any updates. For urgent tickets, auto-closing them may create bad feelings on the side of the customer. However, I’d argue that a non-responsive customers, especially if they are non-responsive for multiple days, doesn’t actually consider a ticket to be “high priority.”
