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Overview

Maintain customer confidence and ensure technician accountability by automatically following up on tickets that haven’t had time entries or notes for a specified period.
This recipe works best as a Scheduled workflow running daily to catch tickets that need attention without overwhelming customers or technicians.

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How it works

  • Monitors tickets for inactivity using time since last note or time entry
  • Sends reassuring messages to customers about ongoing work
  • Notifies assigned technicians via Teams to prompt action

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Setup

1

Create the workflow

Name it “Inactive Ticket Follow-up”. Set as Scheduled workflow with daily intervals.
2

Configure the filter

Add the filter “Hours since the last time entry created” and set your threshold (e.g., 24 hours for high priority, 48 hours for normal priority).
3

Add customer message action

Add a “Build message” action:
  • Set message type to Customer-facing
  • Descirbe how you want the messageto look like
  • Include ticket reference and expected timeline
Example message:
Hello [Customer Name],

We wanted to provide you with an update on your support request #[Ticket Number]. 

Our technical team is actively working on resolving your issue and will have an update for you shortly. We appreciate your patience as we work to provide you with the best possible solution.

If you have any urgent concerns or additional information that might help us resolve this faster, please don't hesitate to reach out.

Best regards,
[Company Name] Support Team
4

Add internal tech notification

Add another “Build message” action:
  • Set message type to Internal
  • Create a direct message for the technician
  • Include ticket details and urgency indicators
Example internal message:
TICKET FOLLOW-UP NEEDED

Ticket #[Ticket Number] - [Subject]
Customer: [Customer Name]
Last activity: [Hours] hours ago

This ticket needs attention. Customer has been automatically notified that we're working on their issue.

Please update the ticket with progress or next steps.
5

Configure notifications

Add two notification actions:
  1. “Notify ticket contact” - Sends the customer message to the ticket requester
  2. “Notify ticket owner” - Sends the internal message to the assigned technician via Teams

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Best practices

  • Exclude certain statuses: Don’t send follow-ups for tickets waiting on customer response
Test your workflow with a few sample tickets before enabling it organization-wide to ensure messages are professional and notifications work correctly.
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