Send Automatic Reminders to Customers

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For whatever reason, sometimes your customers forget to respond to emails. Thankfully, with Desk.com you can send an automatic follow-up to let them know that you are going to resolve their case or to automatically check in and ask them to reply if they have more questions. In this example we are going to send a notification to a customer if the case is Pending and they have not responded within 7 days.

Steps:

  1. Create a custom true/false field
  2. Create your notification
  3. Create two rules to update your custom field
  4. Create a time rule to send your notification

Create a custom true/false field

The first step is to create a custom case field to keep track of who sent the last interaction.

To do this, go to Admin → Cases → Cases → Custom Fields and add a True/False field. For this example we are going to name it “Customer Has Last Word”.
 


Create your notification

Next, go to Admin → Cases → Notification and create a new notification.  In the “To” field use: {{case.customer.email}} and be sure to include {{case.thread_id}} in the body of the email so that your replies thread. Otherwise, be friendly and personal, let your customers know why you're following up and what actions you're taking. In this example, we're simply letting the customer know that it's been a couple of days since we've heard from them and asking them to please let us know if they need further assistance.
 


Create two rules to update your custom field

The next step is to create an Inbound Interaction Rule to mark your custom field to “True” when your customer contacts you.  Inbound Interaction Rules are created by going to Admin → Cases → Rules → Inbound Interaction.

This is what that rule would look like:
 


Next create the following Outbound Interaction Rule to mark your custom field to “False” when you contact your customer.  Outbound Interaction Rules can be created by going to Admin → Cases → Rules → Outbound Interaction.

 



Create a time rule to send your notification

Lastly, you'll want to create the rule to send the notification.  To do this, go to Admin → Cases → Rules → Time Rules, then create the following Rule. This Rule essentially says that after a case has been pending for 7 days, the reminder notification that you've created should be sent and the case status should be switched from Pending to Resolved.