Waiting for Customer Follow Up

The “Waiting for Customer Follow Up” function notifies users that a request is in the status "Awaiting action from the customer (Waiting for Customer)" after several days.

Furthermore, it’s possible to automatically close these requests at the time of the last notification.

The “Waiting for Customer Follow Up” function can have up to 5 rules, each of which sets the number of working days for notifications.

When creating a "Waiting for Customer Follow Up" reminder, it can be linked to one or several service offerings, in order to activate notifications for specific SLAs.

On the page Fields "Waiting for Customer Follow Up", you can find recommendations on how to use each field of the "Waiting for Customer Follow Up" form.