# 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.


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://help.glpi-project.org/documentation/modules/assistance/tabs/followup.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.