> For the complete documentation index, see [llms.txt](https://help.glpi-project.org/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.glpi-project.org/documentation/modules/assistance/tabs/followup.md).

# Followup

Follow-ups enable communication between ticket stakeholders. If [notifications ](/documentation/modules/configuration/notifications.md)have been configured, each stakeholder is notified when an update has been made to the ticket.

<figure><img src="/files/IzrwniprVX9xU7sHmxsf" alt=""><figcaption><p>View followup</p></figcaption></figure>

<table><thead><tr><th width="171" data-type="image">Icon</th><th>Explanation</th></tr></thead><tbody><tr><td><a href="/files/ay85x2AhmI46qlcoTJ0u">/files/ay85x2AhmI46qlcoTJ0u</a></td><td>Search the knowledge base to see if a solution exists</td></tr><tr><td><a href="/files/4sQa3w6vIiZct1nyIMlG">/files/4sQa3w6vIiZct1nyIMlG</a></td><td>Choose a followup template</td></tr><tr><td><a href="/files/lunfhZZ6KR5e5AaFu9N5">/files/lunfhZZ6KR5e5AaFu9N5</a></td><td>Choose the followup source (Direct, E-Mail, Fomr, Helpdesk, Other, Phone, Written)</td></tr><tr><td><a href="/files/h964JRwWrDe90n5HFeO5">/files/h964JRwWrDe90n5HFeO5</a></td><td>Change to public or <a data-footnote-ref href="#user-content-fn-1">private </a>task (You can specify in <strong><code>Setup</code></strong>> <strong><code>General</code></strong>> <strong><code>Default Values</code></strong> > <strong><code>Assistance</code></strong> whether tasks should be marked as private or public by default.</td></tr><tr><td><a href="/files/onBCuRf2Juu448fM8rd2">/files/onBCuRf2Juu448fM8rd2</a></td><td>Save and add to the knowledge base</td></tr></tbody></table>

## Add a followup

* To add a followup, click on Answer;
* Add your comment;
* Add a document if necessary;
* You can add a pending reason <img src="/files/xn4PwEMKBa2oZWb2RL7x" alt="" data-size="line"> (see [pending reason](/documentation/modules/assistance/tabs/pending-reason.md));
* 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.

<div align="left"><figure><img src="/files/nurSszfXlojVRVXUp4zb" alt=""><figcaption><p>Edit followup</p></figcaption></figure></div>

### Edit

* To update your followup, click on ![](/files/ZRjL1s7iSHoXHNOFyPL0);
* Click on **`Edit`** ;
* Update your comment
* Click on **`Save`**

{% hint style="info" %}
An “Update followup” notification can be sent if enabled. Go to **`Setup`** > **`Notifications`** > **`Notifications`**
{% endhint %}

### 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 ![](/files/4sQa3w6vIiZct1nyIMlG)

* 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](/documentation/modules/assistance/tabs/pending-reason.md));
* Define the visibility of the followup (private[^1]/public);
* Write your followup;
* Click on **`+ Add`**;
* After recording, you can add a translation.

<figure><img src="/files/m92FOybRvLJo20yQQXGu" alt=""><figcaption><p>Template followup</p></figcaption></figure>

[^1]: Only persons authorised to view private tasks (**`Administration`** > **`Profiles`** > *`My_profile`* > **`Assistance`** > **`Follow-ups/Tasks`**) will be able to view them.


---

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