Staying on top of every ticket in your queue is a difficult task. With follow-ups, you can offload some of that pressure by scheduling ticket replies or updates at any time you specify.
Let's say, for example, a ticket needs a response from your engineering team. You can reply to the ticket saying you'll check and get back to them, and then create a follow-up to automatically re-open the ticket in a few days' time. Or say you've resolved a ticket, but you want to make sure your user is getting on alright. You could set a follow-up to automatically email your customer a week after closing their ticket, to make sure everything's going smoothly.
This KB article will walk you through the different options available for follow-ups, and then go step-by-step through creating your own.
- You can set a follow-up from any support ticket's Follow-up tab, as shown in the figure below:
- Start with choosing a time for the follow-up, either by setting it to pop up in a certain number of minutes, hours, days, etc. or simply by selecting a specific date and time.
- Select the actions that you want Kayako Classic to perform:
- Under the General section, you can make changes to the ticket department, owner, type, status, or priority.
- From Add Note, you can tell the follow-up to add a note to the ticket, user, or organization.
- The Post Reply section will let you save a ticket reply that will be sent to the user when the follow-up's target time is reached.
- Finally, the Forward section gives you the option to forward the ticket to any email you specify, optionally accompanied by a message.
You can create a follow-up with any combination of these actions, and Kayako Classic will perform them when the ticket's time comes due.
Creating a Ticket Follow-Up
You can create follow-ups from the individual tickets you want them to act on. In this example, we will create a follow-up that, after 2 days, will reopen the ticket, set it to high priority, and add a note reminding us where we left things.
Note: To set ticket follow-ups in Kayako, you will need a staff account with the Ticket follow-ups permission.
To set a follow-up on a ticket, follow the steps given below:
- Sign into the staff control panel.
- Open the ticket you want to follow up on.
- Click the Follow-up tab.
- Here, our first step is to set the timeframe. Select In days and enter 2.
- Check the General box.
- Set Status to Open and Priority to High.
Note: The user can set these options however they like, we're just going through one example of how the user might use follow-ups.
- Check the Add Note box.
- Add an explanatory note to remind yourself of what attention the ticket needs from you. For example, The user is waiting on a response from the engineering team.
- Click the Update button on the top toolbar to save it.
- Now you will be able to see, at a glance, whether you have set any follow-ups on a ticket, as well as their behavior.
Note: (For Download Customers)
- If you are using the self-hosted version of Kayako Classic, you'll need to set up an external cron on the server for follow-ups.
- For more information, refer to Setting up a server cron or scheduled task KB article.