Ticket Follow Up Process

Purpose

Establish a standardized process for managing case closure notifications, ensuring:

1. Comprehensive customer communication
2. Clear resolution confirmation
3. Systematic follow-up mechanism

Scope

Applies to all support cases requiring customer confirmation of resolution.

Workflow Overview

Notification Stages

1. First Notification
2. Second Notification
3. Final Case Closure Notification

Key Objectives

1. Inform customer about case resolution
2. Seeking customer confirmation
3. Provide multiple communication touchpoints
4. Ensure customer satisfaction

Workflow Diagram

 

Notification Process

1.1   Case Closure Follow-Up Interval (Based on Priority)

Priority	First Follow-Up	Second Follow-Up	Final Closure Notification
Critical	1 hour after resolution	8 hours after the first follow-up	24 hours after resolution
High	8 hours after resolution	24 hours after first follow-up	48 hours after resolution
Medium	24 hours after resolution	48 hours after first follow-up	5 days after resolution
Low	48 hours after resolution	5 days after first follow-up	7 days after resolution

First Notification

1. Timing: Variable as per Ticket Priority.
2. Content:
   • Detailed resolution explanation
   • Request for confirmation
   • Clear the next steps

Second Notification

1. Timing: Variable as per Ticket Priority.
2. Content:
   • Gentle reminder of previous resolution
   • Emphasize the importance of feedback

Final Closure Notification

1. Timing: Variable as per Ticket Priority.
2. Content:
   • Final Case closure notification

Please refer to this Link for the templates -

First Response-.docx

Customer Response Handling

Confirmation Scenarios

1. Immediate Confirmation
   • Case closed
2. Request for Changes
   • Case reopened
   • Reassigned to original team
   • Detailed investigation initiated

No Response Protocol

1. After two Follow ups
2. Automatic case closure
3. Documentation of closure reasons

Closure Mechanisms

Closure Criteria

1. Customer explicit confirmation
2. Exhaustion of notification cycle

Closure Documentation

1. Detailed interaction log
2. Reason for closure
3. Customer communication history

Case Reopening Policy

1. Case Reopening Notification in Case Closure Email:

• Upon the closure of a case, the customer will be informed in the closure email that they have the option to reopen the case within 30 days if further assistance or clarification is required.

• This provides the customer with a clear timeframe to reach out if the issue remains unresolved or if new concerns arise within 30 days of case closure.

2. Support Team Guidelines for Reopening Cases:

• Support Team members are prohibited from reopening cases that are more than 30 days old from the date of closure.

• If a customer requests the reopening of a case after the 30-day period, agents should inform the customer politely that a new case must be created for further investigation.

3. New Case Creation for Ongoing Investigations:

• If a customer wishes to continue an investigation into a closed case beyond the 30-day window, they will have to open a new case. The initial ticket will be associated with the new case for reference.

Communication Guidelines

Communication Principles

1. Professional and clear language
2. Timely responses

Version Control

• Version: 1.0
• Effective Date: April 03, 2025
• Review Frequency: Quarterly