Ticket Resolution Follow Up

theakn

Is there any way to customize OSTicket to send the agents a follow up reminder email say like 2 days after a ticket is closed to have them follow up with the user to make sure the issue is resolved? This is becoming a big thing at our work place and we'd like to implement an easy way for agents to remember to do this.

ntozier

Q: Is there any way to customize OSTicket to send the agents a follow up reminder email say like 2 days after a ticket is closed to have them follow up with the user to make sure the issue is resolved?

A: This is not a feature in osTicket at this time.  That being said the best way to handle this with out coding skill or core code changes would be to not close tickets.  Set them to a Pending or Follow up state (which would be a substate of closed) and then have someone go through daily and close any that are older then x days and use a canned response.

Synt4xError

Wait a second, you want to follow up after the ticket has been closed? You must have a light load on tickets then to have time to do that. Not one of the companies I worked for had time to do that, we just worked on tickets in the current open queue. That was enough for a 50 hour work day (Figuretively speaking of course).

ntozier

Microsoft does that actually. :)

Synt4xError

Their enterprise support? I never have had that. Also, the only follow up email is a survey usually, never seen a follow up to make sure your issue is definitely resolved.

I think it's a great gesture and should be used more widely, but I just never have seen it happen yet. although I am just a small needle in a huge haystack.