Working the queue
Follow-ups and closing the loop
Tickets should move from "fixed?" to closed without anyone chasing. QueuePower follows up with quiet customers at a polite pace in every mode, reads what the customer says when they do reply, and asks for a rating at the right moment.
5 steps · 4 min read
Before you start
- Nothing to set up. Follow-ups work with or without a connected mailbox.
- 1
Know the pace
At most three follow-ups, at least two working days apart, on tickets a person is handling and in Full AI alike. The two nudges only check in; the third is a final notice that the ticket is closing and a reply reopens it.
- 2
Out of office is respected
Out-of-office replies are recognised in English, German, French, Spanish and Italian, and follow-ups wait until two working days after the customer is back.
- 3
See the customer's reply read for you
The AI recognises what a reply means: they answered the question, solved it themselves, confirmed the fix, said it didn't work, asked something new, or want a person. In Supervised, that reading is shown to you and you decide.
- 4
In Full AI, the reading drives the ticket
A confirmation closes the ticket with a rating request; "didn't work" triggers another attempt that never repeats what was already sent; frustration goes straight to a person or the help desk. The number of attempts is set per workspace, from one to five.
- 5
Ratings arrive on their own
After a resolution the customer rates the help from 1 to 5 by a single-use link, and only when they press Submit. Tickets closed because the customer went quiet ask too, worded gently. Ratings feed every dashboard.
Good to know
- Every follow-up ends "This follow-up was sent automatically." and is recorded on the ticket with the reason it was sent.
- Follow-ups pause when the mailbox is down or the plan has ended, and a ticket left waiting more than two weeks is left to the team rather than nudged late.
Related guides
- Working a ticketThe AI's read, the suggested reply, Review and Send, notes, and closing with what fixed it.Read
- Supervised to Full AI, category by categoryThe evidence that a category is ready, what Full AI will and won't send, and how to switch it on.Read
- The dashboard for each roleOne address, three views: what agents, managers and admins each see, and how satisfaction is credited.Read