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Following Up with Users

In order to provide an above and beyond support experience, we follow up with users.

After sending an email, you have 2 options:

  • Archive
  • Snooze / Set reminder

You should always snooze / set a reminder for You should archive if an issue is resolved OR if we have previously follo

How long should I wait until following up? It depends on the severity of the issue and how annoying you think you're being.

  • If a user's terminal is crashing, 1 - 2 business days is reasonable
  • If a user uninstalled and we are simply asking for some more information from them, 3-4 business days is reasonable