Workflow: Automated three strikes

Unresponsive employees can slow down support operations. The Automated three strikes workflow helps Service Desk agents re-engage employees through a structured, automated follow-up process, reducing delays and closing tickets efficiently.

Problem

Support teams often need to contact employees for additional information or to conduct remote sessions. When employees do not respond, agents typically follow up manually, often two or more times. This process consumes time and increases support workload, while unresolved tickets create backlog and delay resolution.

Solution

Automate the Service Desk’s “three strike” policy by prompting the employee to respond to the agent.

This workflow is manually triggered by a Service Desk agent when an employee is unresponsive. The employee then receives three automated prompts to update the ticket, including a direct link. If the employee does not respond after the third attempt, the workflow automatically closes the ticket.

Benefits and outcome

By implementing the "Automated three strikes" workflow, you:

• Automate employee follow-up to reduce time spent on manual outreach

• Free up support resources to focus on higher-priority issues

• Reduce backlog caused by stale or unresolved tickets.

Getting started with "Automated three strikes"

Configure and start using your packs by following these links:

• Usage guide: Automated three strikes for standard users

• Configuration guide template: Automated three strikes only accessible to users with an administrator role