Automated follow-up on unresolved issues

Purpose

1.1. Ensure timely, automated follow-up with clients on open or unresolved issues, enhancing resolution rate and client satisfaction.
1.2. Reduce manual tracking by support teams, allocating resources to higher-value engagement.
1.3. Create multi-channel reminders (email, SMS, in-app, chat) ensuring consistent, reliable communication loops.
1.4. Integrate status checks with ticketing, CRM, and communication systems for seamless engagement and escalation.

Trigger Conditions

2.1. Ticket status remains “open,” “pending,” or “awaiting customer input” for defined time interval.
2.2. Last agent/client reply timestamp exceeds automated threshold (e.g., 2 days).
2.3. SLA breach warning or escalation is detected in ticket system.
2.4. Negative sentiment detected in last interaction.
2.5. Support case flagged by QA system for inactivity.

Platform Variants

3.1. Zendesk
• Trigger: “Ticket Status Updated”; Action: “Send Follow-up Email”; API Endpoint: /api/v2/tickets/{id}/comments
• Configure webhook for status polling.

3.2. Intercom
• Feature: “Automated Rules”; Setting: Trigger on open conversations inactivity; Action: “Send Message”.

3.3. Freshdesk
• Automation Rule: “Time-triggered tickets”; Action: “Send Email/Reminder”; Webhook: /api/v2/tickets/{id}/reply

3.4. Salesforce Service Cloud
• Workflow: “Case Escalation Rules”; API: PATCH /services/data/vXX.X/sobjects/Case/
• Setup automated reminder task when deadline approaches.

3.5. HubSpot Service Hub
• Workflow: Custom property triggers on tickets; Action: “Send Internal/External Email”; API: PATCH /crm/v3/objects/tickets

3.6. Twilio SMS
• Trigger: Webhook call on overdue issue; Action: “Send SMS”; API: POST /2010-04-01/Accounts/{AccountSid}/Messages

3.7. SendGrid
• Event: API-triggered email template; API: POST /mail/send; Template variable for ticket info.

3.8. Slack
• Integration: “Incoming Webhook”; Message to specified channel/user on inactive issue; API: POST /api/chat.postMessage

3.9. Microsoft Teams
• Action: Adaptive Card notification; API: POST /v1.0/teams/{team-id}/channels/{channel-id}/messages

3.10. Gmail API
• Trigger: Time-based Apps Script; API: POST /gmail/v1/users/me/messages/send

3.11. Outlook/Exchange Online
• Feature: “Auto-reminder Rules”; API: POST /v1.0/me/sendMail

3.12. Zoho Desk
• Automation: SLA reminder rule; API: POST /api/v1/tickets/{ticket_id}/threads

3.13. Jira Service Management
• Automation: Custom automation rule; Action: “Add comment/send email”; API: POST /rest/api/3/issue/{issueId}/comment

3.14. Monday.com
• Item automation: “If status not changed in X days, notify” via /v2 API mutation.

3.15. Asana
• Custom Rule: “Incomplete after 48h”; API: POST /tasks/task_gid/reminders

3.16. ClickUp
• Automation: “Task inactive X hours”; API: POST /api/v2/task/{task_id}/comment

3.17. Trello
• Butler Automation: Card inactivity trigger; Action: Comment or @mention; API: POST /1/cards/{id}/actions/comments

3.18. PipeDrive
• Workflow Automation: Deal not advanced; Action: Send email/note using /v1/activities

3.19. ActiveCampaign
• Automation: “If contact not replied”; API: POST /api/3/contactAutomations; Automated reminder email.

3.20. Mailchimp
• Campaign Trigger: “Segment not engaged”; API: POST /3.0/campaigns/{campaign_id}/actions/send

3.21. Facebook Messenger
• Bot trigger: “No response detected”; API: POST /v11.0/me/messages to send reminder.

3.22. WhatsApp Business API
• Trigger: Ticket overdue; API: POST /v1/messages to customer; Template for follow-up.

3.23. Help Scout
• Workflow: “Pending/Inactivity reminder”; API: POST /v2/conversations/{id}/notes.

3.24. ServiceNow
• Business Rule: “Inactivity breach”; API: POST /api/now/table/incident/{sys_id}/comments.

Benefits

4.1. Increases closure rates for client issues, reducing churn.
4.2. Frees up support agents by minimizing manual tracking and follow-up.
4.3. Ensures SLAs are met through continual monitoring and alerting.
4.4. Multi-platform engagement offers clients channel flexibility.
4.5. Fully auditable automation ensures compliance and quality assurance.