Follow-up reminders for open support tickets

Purpose

1.1. Automate the sending of follow-up reminders for open support tickets within an architects association’s member helpdesk system.
1.2. Ensure unresolved support requests are proactively managed by automated reminders, improving response times and member satisfaction.
1.3. Prevent support SLA breaches by automating escalation processes for delayed ticket responses.
1.4. Enhance visibility and accountability for support and membership teams through automated scheduled prompt notifications.
1.5. Reduce manual effort and errors with consistently timed, automated reminders across all open ticket queues.

Trigger Conditions

2.1. Support ticket remains open beyond a predefined period (e.g., 24/48/72 hours).
2.2. Lack of agent/member activity detected on a ticket thread for a set duration.
2.3. Specific tags or priority levels attached to tickets trigger escalated automated reminders.
2.4. Reopening of previously solved tickets triggers an automated alert process.
2.5. Incoming new critical or VIP member tickets start an automated high-priority workflow.

Platform Variants

3.1. Twilio SMS
- Feature/Setting: Automate SMS reminder via programmable SMS API; example: Set time-based trigger to send “Reminder: Your support ticket #1234 is still open.”
3.2. SendGrid
- Feature/Setting: Automate email reminders using SendGrid’s transactional email API; configure event webhook to detect ticket status and auto-send email.
3.3. Slack
- Feature/Setting: Automate Slack channel DM through Slack Bot API; trigger reminders directly to the assigned support agent/manager.
3.4. Microsoft Teams
- Feature/Setting: Automate Teams notification with Graph API incoming webhook; schedule reminders for ticket owners.
3.5. Zendesk
- Feature/Setting: Automate ticket status follow-up using Zendesk Triggers and Automations; set criteria to send automated reminders after X hours open.
3.6. Freshdesk
- Feature/Setting: Automate time-triggered Supervisor rules; auto-email or SMS based on ticket inactivity.
3.7. HubSpot Service Hub
- Feature/Setting: Automate workflows in Service Hub to send reminder sequences via email/SMS on overdue tickets.
3.8. Salesforce Service Cloud
- Feature/Setting: Automate Service Process Builder or Flow to scheduled reminders/emails for tickets remaining open.
3.9. Jira Service Management
- Feature/Setting: Automate escalations using automation rules to post comments, send reminders or escalate overdue issues.
3.10. Zoho Desk
- Feature/Setting: Automate SLA actions to trigger reminders based on response time thresholds.
3.11. Intercom
- Feature/Setting: Automate targeted messages via Intercom Bots to ticket assignees after a set idle time.
3.12. ServiceNow
- Feature/Setting: Automate notification workflow with ServiceNow Flow Designer for open incident/ticket reminders.
3.13. Monday.com
- Feature/Setting: Automate status reminders using automations: “When status is not changed within 2 days, notify agent.”
3.14. Asana
- Feature/Setting: Automate “task due” reminders for unresolved support tickets using Asana Rule Automation.
3.15. Trello
- Feature/Setting: Automate reminders for cards with “Open Ticket” label using Butler automation to send scheduled emails.
3.16. Google Workspace (Gmail & Calendar)
- Feature/Setting: Automate scheduled Gmail reminders using Apps Script for tickets not closed after X days.
3.17. Outlook/Office365
- Feature/Setting: Automate calendar event or email for tickets approaching SLA using Office Scripts or Power Automate.
3.18. Pipedrive
- Feature/Setting: Automate activity reminders for unresolved deals or support tickets via Pipedrive workflow automation.
3.19. ClickUp
- Feature/Setting: Automate reminders for open tickets via Automations: “When task not closed in 24 hours, send notification.”
3.20. Aircall
- Feature/Setting: Automate calls or SMS via Aircall API to follow up on pending support issues.
3.21. ActiveCampaign
- Feature/Setting: Automate email or SMS sequences to follow up on unresolved support cases using automation builder.
3.22. Telegram
- Feature/Setting: Automate reminders to support team or members via Telegram Bot API for any tickets open past standard timeframes.

Benefits

4.1. Automates repetitive, manual follow-up workload for support staff in the architects association.
4.2. Ensures no ticket is forgotten with multi-channel, platform-agnostic automated reminders.
4.3. Improves member satisfaction and SLAs through faster, automatedly-triggered responses and escalations.
4.4. Reduces errors, increases efficiency, and standardizes support automations across the entire professional body.
4.5. Supports future automatable innovation by integrating new messaging or ticket platforms with minimal setup.