Generate automated follow up e-mail to requester if no recent activity?
Our team faces an issue of requesters raising issues and then abandoning them (i.e. they send a request in, but they never respond to our messages).
At present we have a policy that goes like this:
- Request created
- Technician acknowledges request
- If technician needs more info from the requester in order to proceed
OR
Technician provides suggestions to requester and requests feedback
technician sets ticket status to 'waiting on requester' - If no response after 2 business days, technician resends previous communication
- If no response after further 2 business days (4 business days since request opened), technician resends previous communication
- If no response after 2 further business days (6 business days since request opened) technician sends a note to requester informing them that we are closing the ticket because we have been unable to reach them
Unfortunately, our team wastes a lot of time on these follow ups and tickets end up getting closed because the requests has abandoned the ticket.
I'm wondering if there is some way where this action could be automated so we don't have to have our technicians waste their time sending these follow ups and closing abandoned tickets?