Reminders for following up on open support cases

Purpose

1.1. Automate reminders to follow up on unresolved or open support cases for artists in professional services, ensuring no client inquiries are missed and automating a consistent follow-up process.
1.2. Enables artists/creative professionals to maintain superior customer support even with high case volumes by automating tracking and reminder communications.
1.3. Automates multi-channel escalation for time-sensitive or high-priority cases, reducing manual processes and the chance of oversight.
1.4. Supports building client trust by demonstrating prompt, automated responses and diligent case management via automation.

Trigger Conditions

2.1. Automate reminders when a support ticket remains "Open" or "Pending" beyond an assigned time period (e.g., 24, 48, or 72 hours).
2.2. Trigger reminders automatically upon ticket status updates, approaching SLA deadlines, or upon inactivity detection via automation.
2.3. Automate scheduled reminders at specific daily/weekly intervals for overdue support cases.
2.4. Initiate automation if no response is logged from the client or support agent within a pre-set timeframe.

Platform Variants

3.1. Zendesk
• Feature/Setting: Automate "Triggers" using API to send reminder comment, e.g., configure POST /api/v2/tickets/{id}/comments
3.2. Freshdesk
• Feature/Setting: Automator workflows with the "Automations > Time Triggers" for automated follow-up emails; use POST /api/v2/tickets/{ticket_id}/send_email
3.3. Salesforce Service Cloud
• Feature/Setting: Configure Process Builder to automate task or email generation; endpoint: /services/data/vXX.X/sobjects/Task
3.4. ServiceNow
• Feature/Setting: Automated reminder notifications via Event Management API; configure POST /api/now/table/incident
3.5. Zoho Desk
• Feature/Setting: Automation rules via "Time-Based Actions", webhook calls: POST /api/v1/tickets/{ticket_id}/reminder
3.6. Intercom
• Feature/Setting: Automated message workflows; API endpoint: POST /conversations/{id}/reply
3.7. HubSpot Service Hub
• Feature/Setting: Workflow automation for reminders; Trigger: Ticket property - Status and "Date last updated"
3.8. Jira Service Management
• Feature/Setting: Automate using Automation Rules (“Transition Issue” + “Send Email”); REST: POST /rest/api/2/issue/{issueIdOrKey}/comment
3.9. Monday.com
• Feature/Setting: Automations > Custom Reminder, integrate with Tickets Board Column "Status"
3.10. Asana
• Feature/Setting: Automate "Rule" – trigger reminder task if status is not "Closed" by due date
3.11. Trello
• Feature/Setting: Butler Automation - create scheduled card reminders for overdue tickets
3.12. Slack
• Feature/Setting: Bot user automates DM reminders, configure chat.scheduleMessage API
3.13. Microsoft Teams
• Feature/Setting: PowerAutomate to post “Follow-up” reminders in channel using POST to Teams webhook
3.14. Twilio SMS
• Feature/Setting: Automate reminder SMS; POST /2010-04-01/Accounts/{AccountSid}/Messages.json
3.15. SendGrid
• Feature/Setting: Automated email reminders; POST /v3/mail/send
3.16. Gmail
• Feature/Setting: Google Apps Script automate scheduled follow-up emails via Gmail API
3.17. Outlook 365
• Feature/Setting: PowerAutomate to schedule follow-up emails using Graph API: POST /me/sendMail
3.18. Airtable
• Feature/Setting: Automations feature to send “reminder email” based on status field filter
3.19. ClickUp
• Feature/Setting: Automate reminders via "Automations" to assigned users if support status unresolved
3.20. Mailgun
• Feature/Setting: POST /v3/{domain}/messages for scheduled, automated case follow-up reminders
3.21. Discord
• Feature/Setting: Scheduled Bot message in support channel, automate via POST /channels/{channel.id}/messages
3.22. PipeDrive
• Feature/Setting: Workflow automation to email task reminder for open support activities
3.23. Notion
• Feature/Setting: Integrate Reminders database, automate email updates through Notion API

Benefits

4.1. Replaces manual tracking with automated follow-up, ensuring no support request is overlooked.
4.2. Scales automated client engagement—better customer experience and improved retention.
4.3. Automates compliance with internal response-time service levels and manages escalations efficiently.
4.4. Reduces workload for creative professionals by automating repetitive communications; focus can be kept on artistic work.
4.5. Improves operational visibility via automated reporting/logs of reminder activity.
4.6. Maximizes case resolution rates due to consistent, automated reminders and accountability.