Follow up ticket process (Request/Issue resolved)

1. Make sure to check first the oldest ticket

2. For new ticket, alot 3 days before sending follow up to the team member or client.

Check the ticket for the following reason:

1.  Client requested additional feature

2. Client complains about a certain issue

Check if you already address and assigned someone to fix the issue or grant the client's request.

If yes, follow the assigned team member for the update.

If no, assigned the ticket.

3. If the request/issue is resolved, the team member should send feedback to the client. 

4. If the feedback was already seen by the client and no response, send the template informing them that the ticket will be closed after 3 days if they don't have any response. This is consider that request/issue is solved.

Hi (Client's Name),

We will be closing this ticket now as we already resolved the issue and request. You can send another ticket if you have any other issues and requests.

Thank you.

Donna