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