You can make use of the Supervisor rule to send out an email to the Agent after a few days (2 days as an example) so that he/she could follow up with the customer. In the same Supervisor you can also send out an email to the customer as a follow up email. This can be set based on your need. Please advice the Agents to set the status as the Custom status after replying to the customer.
Create a new status: Awaiting customer response
Conditions: (Match all of the below)
Status- Awaiting customer response
Hours since agent Responded- Greater than 48
Hours since agent Responded- Less than 48
Action:
Send Email to Agent
Send Email to requester
Status- Open
Was this article helpful?
That’s Great!
Thank you for your feedback
Sorry! We couldn't be helpful
Thank you for your feedback
Feedback sent
We appreciate your effort and will try to fix the article