⌘ K

Search

Search portal content

AI customer support in one tabAI customer support in one tab
⌘ K

Search

Search portal content

AI customer support in one tabAI customer support in one tab
  • Use initdesk as a Chrome app
  • Keyboard shortcuts
  • Using bulk actions
  • Follow up on conversations
  • Change the requester on an email ticket
  • Snooze a ticket
  • Custom preset filters
  • Merge duplicate tickets
  • Set ticket priority
  1. Home
  3. Triage & productivity

Follow up on conversations

Track conversations waiting for a customer reply and nudge them before threads go stale.

Follow up on conversations

Track conversations waiting for a customer reply and nudge them before threads go stale.

The Waiting on customer view shows tickets awaiting the customer’s reply so you can nudge or close stale conversations proactively.

Steps

  1. Open Waiting on customer from the ticket list.

  2. Review the list. Tickets here are waiting on the customer’s reply and show the last message timestamp.

  3. For tickets you should nudge, send a short follow-up, or use inactivity reminders on that inbox.

  4. For inactive threads, consider closing them in bulk or sending a final notice before closing.

Edge cases

  • If a ticket is incorrectly listed under Waiting on customer, check the ticket timeline to confirm the last message direction and adjust the ticket status manually.

Tip

  • Use this view for a quick snapshot of what needs follow-up. It keeps tickets from lingering.
On this page
  • Follow up on conversations
  • Steps
  • Edge cases
  • Tip
Using bulk actions

Select multiple tickets and run batch operations—mark Resolved, Invalid, or Spam in one go.

Change the requester on an email ticket

Reassign the customer on an email ticket without losing the conversation history.

Powered by initdesk