Process - Waiting on CustomerUpdated 2 years ago

Process Objective 

This process is designed to trying to engage the customer with standardized timeframes between communication to continue to progress tickets towards resolution and keep them from going stagnant. As the agent your role in this will be minimal and work in connection with FreshDesk's automated time triggers.

This process is to be followed when you have opened a ticket where the rep has attempted to contact the customer and had no response from them for 72 hours.

1. After 72 hours of the ticket being in "Waiting on customer" with no response from the customer the ticket status will automatically change to Open, pushing the ticket back into the  ‘All - Open Tickets’ queue

2. When you open one of these tickets send canned response ‘NCR1 | No Customer Response 1’ and set ticket Status to ‘Waiting on Customer’

3. If you are processing tickets and the system has reopened a ticket a second time and you can see that the first NCR canned response has been sent, send canned response ‘NCR2 | No Customer Response 2’ and set ticket Status to ‘Resolved’
   

Canned Responses

NCR1 | No Customer Response 1

Hi Customer_First_Name, 

We’re just following up on our recent correspondence

We’re waiting on some information from you regarding this issue. Please let us know if you require further assistance from our team, or if your issue has been resolved. 

Your ticket is still open and we are awaiting your response. 

Kind regards,

NCR2 | No Customer Response 2

Hi Customer_First_Name, 

As we haven’t heard back from you regarding this issue, we will now be marking your ticket as resolved. 

If this is not the case, don’t worry! By responding to this email your ticket will reopen with our team, including all of the information you’ve already provided and one of our customer service staff will be more than happy to assist!

If you need anything further from us, don’t hesitate to contact us.

Kind regards,