For IT teams: Prevent ticket stalls from missing documents

IT teams flag support tickets missing files, causing cases to stall and agents to chase submitters. Reminders prompt submitters for missing files so agents get confirmations and cases progress.

Overview

Support agents waste time chasing submitters when required files are missing, creating stalled tickets and SLA risk. This workflow requests missing documents from submitters and records confirmations back to the ticket, eliminating manual follow-up so agents can focus on resolution. The result: faster first touches and fewer stalled cases.

Notable Features

Detect missing files in tickets
Email submitters missing document reminders
Add confirmation notes to tickets