Followup

Follow-ups enable communication between ticket stakeholders. If notifications have been configured, each stakeholder is notified when an update has been made to the ticket.

Icon

Explanation

search_in_knowledgebase.svg

Search the knowledge base to see if a solution exists

followup_template.svg

Choose a followup template

followup_source.svg

Choose the followup source (Direct, E-Mail, Fomr, Helpdesk, Other, Phone, Written)

private_followup.svg

Change to public or private task (You can specify in Setup> General> Default Values > Assistance whether tasks should be marked as private or public by default.

save_add_knowledgebase.svg

Save and add to the knowledge base

Add a followup

• To add a followup, click on Answer;

• Add your comment;

• Add a document if necessary;

• You can add a pending reason (see pending reason);

• Click on + Add;

Once tracking is added, the ticket changes to pending status.

Update a followup

During a follow-up update, you will be offered two options:

• Edit;

• Promote to ticket.

Edit

• To update your followup, click on ;

• Click on Edit ;

• Update your comment

• Click on Save

Promote to ticket

It may happen that a follow-up leads to another anomaly, a documentation update to be made, etc. You can then convert a follow-up into a ticket.

Template

It is possible to create follow-up template to increase speed and efficiency.

You can add a template by going to Dropdwons > Assistance > Followup templates or by the followup to the ticket directly by clicking on the + next to the

• Add a Name (that will appear in the drop-down lists);

• Add comment (optionnal);

• Choose the source (Direct, E-Mail, Fomr, Helpdesk, Other, Phone, Written);

• Add a pending reason if necessary (see pending reason);

• Define the visibility of the followup (private/public);

• Write your followup;

• Click on + Add;

• After recording, you can add a translation.