Reminders for requesters to respond to on-hold tickets is an important feature in the application as they help prevent tickets from remaining inactive, reduce backlog and accelerate request resolution. By automating follow-ups, they improve help desk efficiency, support SLA compliance and ticket lifecycle management and facilitate the automatic closure of inactive requests. These reminders also enhance the user experience by notifying requesters when their input is required, while improving reporting accuracy by minimizing dormant tickets. When used appropriately, particularly for tickets awaiting requester inputs, they contribute significantly to operational efficiency and overall service quality.

Please share your insights on how this is currently managed in your environment and how it can be implemented effectively in ServiceDesk Plus. We look forward to your valuable feedback and recommendations.