A ticket that's "waiting on the customer" for three weeks isn't closed. It's just quiet.
Checks in on open tickets, chases internal teams for missing information, and closes the loop instead of letting tickets go stale.
Days, not weeks Typical time a stalled ticket now takes to actually close
Book a CallA ticket sitting in "waiting" status isn't neutral, it's a customer wondering if anyone's still paying attention. Closing that loop reliably, without someone remembering to check, is worth more to retention than almost anything else in the queue.
Tickets marked "waiting on customer" or "waiting on the warehouse" tend to just sit there. Nobody owns revisiting them, so a ticket that needed one more reply from someone three weeks ago is still technically open today.
The Follow-Up Agent monitors every open ticket's status. If it's waiting on the customer, it checks in on a set schedule and closes the ticket automatically if there's still no response after enough attempts. If it's waiting on your team, it pings the right person in Slack with what's missing.
It also handles proactive outreach: a shipping delay update sent before the customer has to ask, a renewal reminder, a follow-up on an abandoned checkout, using the same channels your team already messages customers through.
Every status change syncs back to Zendesk, Freshdesk, Help Scout, Gorgias, or Front, so your ticket queue always reflects reality instead of a pile of stale "pending" tickets nobody's tracking.
- Stalled-ticket detection
- Customer check-in cadence
- Internal follow-up requests
- Order & shipping delay updates
- Renewal & churn check-ins
- Escalating reminder schedule
- Auto-close on no response
- Helpdesk status sync