Idle Follow-up Process

If a ticket has not been updated for three business days, it is deemed idle. CSRs are responsible for keeping track of and making sure that a ticket is updated within three business days by the customer or a CSR member. The CSR must make at least three attempts to contact the customer before closing the case if they are awaiting a response. The ticketing system may be used for the first follow-up, emails must be used for the second, and a phone call is required for the third.