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Chase Customer

The "Chase Customer" action automates the process of following up with customers on tickets, particularly those awaiting customer response. It helps ensure timely communication and can automatically update ticket statuses when chase attempts are exhausted.

Why is it useful?

If your technicians have completed work on a ticket, Neo Agent can automate the whole process of chasing the customer for a response on the ticket to get confirmation to close the ticket. No more manual chasing of customers to confirm if the ticket can be closed!

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This action only works with scheduled workflows.

Quick Start​

Here's the minimal setup:

  1. Create a scheduled workflow (this action only works with scheduled workflows)
  2. Select any ticket filters that make sense (i.e Status = Waiting on Customer)
  3. When selecting the "Chase Customer" action, you'll need to set the Number of times to chase the customer to a number of times you want to chase the customer before giving up.
  4. You'll also need add custom instructions to tell Neo how to write the messages. For example: "Be very polite and mention we're eager to help resolve their issue" or "Keep messages brief and professional."

Best Practices​

Start Simple​

Begin with setting Number of times to chase the customer to 1 or 2. You can always increase it later. In addition, if you want to check how Neo would generate the messages before getting it to send actual messages out to customers, you can get Neo to "Add Ticket Note" with the message it would send.

Custom Instructions​

You can add simple custom instructions to tell Neo how to write messages. Here is an example you can use:

- Be very polite and mention we're eager to confirm whether what was done to solve their issue worked.
- If we exceed the number of times to chase the customer, politely inform the customer that the ticket will be closed out.

Controlling When Tickets Are Closed​

By default, Neo will automatically change the ticket status (like closing it) once the maximum number of chase attempts is reached. However, you can use custom instructions to control this timing more precisely:

- Send the final notice but wait 48 hours before actually closing the ticket
- Only close tickets on weekdays, never on weekends
- Don't close tickets until the customer has been given at least 72 hours to respond after the final notice

Advanced Timing Control​

For more nuanced control, you can specify different behaviors for messaging and status changes:

When chasing customers:
- Be polite and professional in all messages
- Reference the specific work that was completed

When we reach the maximum chase attempts:
- Send a final notice that the ticket will be closed in 2 business days
- Don't actually close the ticket yet - wait for the next workflow run

For status changes:
- Only close tickets if it's been at least 48 hours since the final notice was sent
- If it's Friday afternoon, wait until Monday to close tickets

Use Follow-up Actions​

Remember to add Notify Ticket's Contact after this action to actually send the messages.