Restore Pending Information
With this Feature Add-on, your agents can save time dealing with recurring questions or follow-up messages from a customer. When any “pending” state is selected, certain fields will be completed automatically.
After your agent has answered a question from a customer and the customer wants to test the recommended solution, your agent can set the ticket status to “pending reminder” and specify a reminder time, a subject and a text for internal documentation. If the customer sends another question before the reminder time runs out, your agent can answer and select the “pending reminder” status again without having to re-enter the reminder time, title and text, as this information is now added automatically. If the reminder time expires, the default values are used.