Follow-up Guidelines – 3 Strike Rule     

 

Audience – Tier 1, Tier 2, DEPOT, Cloud

 

Description:

          This guide explains the follow-up process.

 

Procedure:

 

Follow-ups should be 3 and out:

  1. Follow-ups should be done once a day for 3 days.
  1. On the third day, you may use the following response: 

 

Hi {{ticket.requester.firstname}}, 

 

We have not heard back from you on {{ticket.id}} regarding: {{ticket.description}}. 

 

Is this issue still happening? If so, please respond back to this ticket. If there is no further word, we will close this ticket at the end of the day.

 

Thanks,

{{ticket.agent.name}}

Mirumpharma Help Desk

it@mirumpharma.com

888-571-2528

 

Which can be added as a canned response, you may also use your own variation for this but it needs to inform them that EOB the ticket will be closed if they do not respond.