Automated follow-up on open tickets

Purpose

1.1. Automate follow-up on open customer support tickets in an aromatherapy supply store to reduce missed responses and ensure ongoing engagement.
1.2. Automates reminders to staff or customers for unresolved inquiries, minimizing manual tracking.
1.3. Automates the escalation process if tickets remain unaddressed for defined timeframes.
1.4. Supports omnichannel follow-up (SMS, email, chat) to reach customers via their preferred method.
1.5. Automates personalized messaging using customer and ticket history to improve satisfaction and retention.

Trigger Conditions

2.1. Ticket status remains open or pending for a configurable duration (e.g., 24–72 hours).
2.2. Customer replies but staff has not responded within set SLA.
2.3. Ticket is flagged for escalation by system or staff.
2.4. Customer satisfaction survey not completed after resolution.

Platform Variants

3.1. Zendesk
• Feature/Setting: Automate via Triggers and Automations; configure email/SMS follow-up rules using "Update ticket" or "Send email notification" API.
3.2. Freshdesk
• Feature/Setting: Automate with Scenario Automations; configure webhook or "Send Follow-up Email" rule for unattended tickets.
3.3. Twilio SMS
• Feature/Setting: Automate SMS reminders using Message API, targeting contact phone from ticket system.
3.4. SendGrid
• Feature/Setting: Automate scheduled follow-up emails via Single Send API, integrating ticket data for personalization.
3.5. HubSpot Service Hub
• Feature/Setting: Automate with Workflow tool; trigger follow-up emails using ticket status property.
3.6. Intercom
• Feature/Setting: Automate messages using Conversation Bot or Automated Rules; configure sequence if conversations inactive.
3.7. Salesforce Service Cloud
• Feature/Setting: Automate with Process Builder or Flow Builder, configure "Send Email Alert" or "Update Record" actions.
3.8. Jira Service Management
• Feature/Setting: Automate using Automation Rules; define triggers for tickets "In Progress" or "Open" past threshold.
3.9. ServiceNow
• Feature/Setting: Automate with Flow Designer; set conditions on Incident state, automate follow-up notification.
3.10. Help Scout
• Feature/Setting: Automate with Workflows; send automated follow-up when conversation remains open.
3.11. Microsoft Power Automate
• Feature/Setting: Automate follow-up flows with Common Data Service triggers for unresolved tickets.
3.12. Zoho Desk
• Feature/Setting: Automate using Time-Based Actions and Notification Rules for follow-up on open tickets.
3.13. Slack
• Feature/Setting: Automate reminders using Workflow Builder or Incoming Webhooks for team notifications.
3.14. Gmail API
• Feature/Setting: Automate timed email follow-ups from support mailbox with "Users.messages.send" method.
3.15. Mailchimp
• Feature/Setting: Automate sequence emails for post-ticket closure surveys or unresolved cases via Automation Journey.
3.16. Asana
• Feature/Setting: Automate tasks or reminders to support agents with Asana Rules triggered by overdue tickets.
3.17. Trello
• Feature/Setting: Automate card movements or comments with Butler, triggered by time on ticket lists.
3.18. Monday.com
• Feature/Setting: Automate notifications and follow-ups using Automations Center tied to ticket boards.
3.19. Google Chat
• Feature/Setting: Automate notification messages using Chat API for support channel alerts on open tickets.
3.20. Pipedrive
• Feature/Setting: Automate activities or reminders using Workflow Automation on support deals.

Benefits

4.1. Automates and streamlines open ticket management, reducing manual overhead.
4.2. Automates escalations, improving response time and SLA adherence.
4.3. Automates personalized customer experience, raising satisfaction scores.
4.4. Automates notifications across multiple channels, ensuring no ticket is overlooked.
4.5. Automating follow-up helps staff focus on complex queries, allowing automatedly handling routine reminders.
4.6. Automation prevents missed revenue and churn due to unattended service requests.