Overview
This article explains the proper workflow for Customer Data tickets to ensure timely follow-ups using our automated system.
Agent Workflow
1. When Opening a Ticket for Review
Immediately set the ticket status to Pending.
This activates the 72-hour timer that triggers an automated follow-up email.
2. While Ticket is Pending
Do NOT change the status from Pending before 72 hours, unless the ticket is resolved or requires escalation.
Changing status early will reset the timer and delay the automatic follow-up.
3. Automated Follow-Up
After 72 hours in Pending, the system sends a reminder email to the requester and changes the ticket status back to Open.
4. When Customer Responds
The ticket will automatically reopen for your attention.
5. Adding Notes
You can add private or public notes at any time without affecting the automated follow-up.
Important: Things to Avoid
To ensure the follow-up email is sent correctly, please avoid:
Changing status away from Pending before 72 hours (e.g., to Open, Resolved, On Hold).
Editing or removing Category, Query Type, or Subject so they no longer match automation criteria.
Closing or resolving the ticket before the follow-up email is sent (unless fully resolved).
Manually sending reminder emails outside of the automation.
Changing the ticket group from Customer Data or altering the source type.
Questions or Issues?
If you’re unsure about status changes or notice issues with automations, please contact your team lead before making changes.