How to Set Up Ticket Reminders in Jitbit Helpdesk

How to Set Up Ticket Reminders in Jitbit Helpdesk

Missed tickets cost you customers. When a support request sits untouched past its due date, your SLA compliance drops and customer satisfaction takes a hit. Ticket reminders solve this by automatically alerting technicians before deadlines slip.

Jitbit Helpdesk gives you two built-in ways to create ticket reminders: Scheduled Replies for one-off follow-ups and Automation Rules for system-wide overdue ticket alerts. This guide walks you through both methods step by step.

Why Ticket Reminders Matter for Support Teams

Without reminders, support agents rely on memory and manual checks to track open tickets. This leads to:

• Breached SLAs -- overdue tickets that violate your service level agreements
• Frustrated customers -- long wait times with no updates erode trust
• Uneven workloads -- tickets pile up for agents who lose track of their queue

Automated ticket reminders eliminate these risks by pushing alerts to agents via email and mobile push notifications at exactly the right time.

Method 1: Scheduled Replies -- One-Off Ticket Reminders

Jitbit Helpdesk lets you send a delayed reply, scheduled for a future date and time. This is ideal for setting a one-off reminder on a specific ticket -- for example, "follow up with the customer next Tuesday" or "check if the server patch resolved the issue in 48 hours."

Here is how to set up a scheduled reply as a ticket reminder:

1. Compose Your Reminder:

   • Open the ticket and type your reminder message in the reply box. Check the "For technicians only" checkbox so the reminder stays internal and is not visible to the customer.

2. Schedule the Reminder:

   • Click the "Schedule reply for later" dropdown under the "Reply" button. A date picker will appear.
   • Select the date and time you want the reminder to fire.
   • Click "Schedule this reply" to confirm.

3. Review and Manage Scheduled Reminders:

   • After scheduling, you will see a list of all scheduled messages for that ticket.
   • You can delete any scheduled reminder that is no longer needed.

Note: Scheduled replies do not support file attachments.

Scheduled replies are perfect for ad hoc ticket reminders when an agent needs a nudge on a specific case. The reminder fires automatically at the scheduled time -- no manual follow-up required.

Method 2: Automation Rules -- Automatic Reminders for Overdue Tickets

For team-wide ticket reminders that trigger automatically, use Jitbit's automation rules engine. This approach sends email and push notification reminders whenever a ticket becomes overdue -- no manual setup per ticket required.

Here is how to create an automation rule for overdue ticket reminders:

1. Create a New Automation Rule:

   • Go to the automation rules section in your Jitbit Helpdesk settings.
   • Click "Create new rule."

2. Set the Trigger to "Ticket Becomes Overdue":

   • Choose "Ticket becomes overdue" as the trigger. This fires the rule the moment a ticket passes its due date.

3. Add Conditions (Optional):

   • Narrow down which tickets trigger reminders. For example, limit the rule to "Critical" or "High" priority tickets, or to tickets from a specific department or category.

4. Choose the Reminder Action:

   • Select "Send email to assigned tech" as the action.
   • Write a clear subject line such as "Reminder: Overdue Ticket - #Subject#" using template tags to dynamically insert ticket details.
   • Customize the email body with relevant ticket information.

5. Enable Push Notifications:

   • Check "Also send a mobile push notification" so technicians receive the reminder on their phone even when away from their desk.
   • Optionally include secondary assignees if the ticket has multiple agents.

6. Save and Activate the Rule:

   • Click "Save rule." The automation is now active and will send ticket reminders automatically for every overdue ticket that matches your conditions.

With this rule in place, your entire team receives automatic overdue ticket reminders without any per-ticket configuration. This is especially powerful when combined with SLA policies -- set due dates based on priority, and let the automation engine handle the rest.

Which Ticket Reminder Method Should You Use?

Both methods serve different purposes. Here is when to use each:

• Use Scheduled Replies when you need a one-time reminder for a specific ticket. Best for individual follow-ups, customer check-ins, or "remind me to revisit this" scenarios.
• Use Automation Rules when you want system-wide reminders that fire automatically for all overdue tickets. Best for enforcing SLA compliance and ensuring no ticket falls through the cracks.

Many teams use both: automation rules as a safety net for all overdue tickets, plus scheduled replies for targeted follow-ups on high-value cases.

Get Started with Ticket Reminders

Jitbit Helpdesk includes both scheduled replies and automation rules in every plan -- no add-ons required. Set up your first ticket reminder in under two minutes and stop relying on memory to track open tickets. Start your free trial to see how automated reminders keep your team responsive and your SLAs intact.