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Help Desk agent behavior settings let you fine-tune how the Help Desk agent handles specific situations. For example, you can control how the agent follows up with requesters who go quiet on a ticket.
Help Desk agent behavior is different from channel configuration modes. Behavior settings determine how the agent acts and apply to an entire team. Channel modes control whether and how the agent engages in an individual channel (for example, Help desk or Silent). You set a mode for each channel. For more information, see Channel configuration modes.

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Adjust agent behavior

To adjust behavior, navigate to your team settings and open Help Desk Agent Behavior. Behavior only applies to one team at a time.
Only Team Managers can change Help Desk agent behavior settings.

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Set requester follow-ups

When a ticket is waiting on the requester, the agent can remind them automatically and, after a set number of tries, close the ticket.
Requester follow-up settings: the automatic follow-up toggle, time between follow-ups, maximum number of follow-ups, follow-up hours, and options to close the ticket after the final follow-up
To enable this behavior, turn on Automatically follow up with the requester, then configure the following parameters:
  • Time between follow-ups: How long the agent waits before each reminder. Pick a preset duration or set a custom one.
  • Maximum number of follow-ups: How many times the agent reminds the requester before it stops.
  • Follow-up hours: Limit the time range in which the agent can send reminders. Set to Any time, or pick a schedule. A reminder that comes due outside the schedule’s hours waits until the next window, and any remaining follow-ups continue from there.

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Close the ticket after the final follow-up

To close the ticket if the requester doesn’t respond after the final reminder, turn on Close the ticket after the final follow-up, then set:
  • Close as: The status the ticket moves to when closed. Choose any status in the Done or Canceled group.
  • Closeout message (optional): A message the agent posts to the ticket when it closes it. Leave it blank to close without a message.
To apply your changes, select Save.