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In scheduled workflows, this action follows up on tickets awaiting a response and can close tickets after chase attempts are exhausted.
This action only works with scheduled workflows.

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Quick start

1

Create scheduled workflow

Set up a scheduled workflow (this action only works with scheduled workflows).
2

Filter appropriate tickets

Use filters to select tickets awaiting customer response, such as:
  • Status = “Waiting on Customer”
  • Last updated > 2 days ago
  • Assigned technician is not empty
3

Configure chase settings

Set the number of chase attempts (start with 1-2) and add custom instructions for message tone.
4

Add notification action

Add “Notify Ticket’s Contact” to actually send the chase messages to customers.
5

Test and refine

Run the workflow on a few test tickets and adjust your custom instructions based on the results.

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How it works

  1. Counts how many times each customer has been contacted.
  2. Creates follow-ups that reference specific work completed.
  3. Adjusts tone as chase attempts increase.
  4. Can automatically close tickets when maximum attempts are reached.
  5. Allows custom instructions to control when tickets are closed.

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Setup

Tickets to process: Works with tickets awaiting customer response, typically from a search filtering for tickets waiting on customers. Maximum attempts: Set how many times to chase each customer before taking final action (like closing the ticket). Custom instructions (optional): Provide specific guidance on message tone, timing, and closure behavior. For example: “Be very polite and mention we’re eager to confirm whether the solution worked. Wait 48 hours after final notice before closing tickets.” Update ticket status after each chase attempt (optional): Set a status to apply after every normal chase (not the final one). Useful when the PSA is driving the loop - e.g., flip the ticket back to Waiting Customer so the PSA’s SLA rule re-flags it later. The status only applies when chase attempts have not been exceeded. Update ticket status after exceeding chase attempts (optional): Set a status to apply once Neo’s reached the maximum chase attempts (typically your escalation status). Applied only when the final attempt is reached - earlier attempts use the per-attempt status if configured. Track chase attempt count in a PSA custom field (optional): Have Neo store the chase counter in a PSA user-defined field (UDF) on the ticket. Neo reads the counter before each chase, decides whether the max is exceeded, and writes the incremented value back via the next Update Ticket Fields action. Use this when the LLM-inferred count from conversation history is unreliable (e.g., chases are logged as time entries the model under-counts, or the customer never replies so “since their last message” is ambiguous).
  • The UDF must already exist in the PSA on the Ticket entity, type Number (integer). Default name: Neo Chase Count.
  • Requires an Update Ticket Fields action immediately after Chase Customer so the new counter value gets persisted.
  • The counter does not auto-reset on customer replies - reset it manually in the PSA if you want a ticket to go through another full chase cycle.
Always test your chase workflow with non-critical tickets first to ensure messages are appropriate and timing works as expected before applying to all customer communications.