Resolution follow-up for auto shops
Closing a ticket asks the question most teams skip: did we actually fix it? Happy answers get a review invite, unhappy ones reopen the ticket. Frontdesk runs it for vehicle owners.
Trigger
A ticket status changes to Completed.
Built from
Why teams set this up
Closed means the agent finished, which is different from the customer being satisfied. The difference shows up three weeks later as churn.
Closed tickets verified by the customer
Failed fixes caught in hours, never weeks
Review requests sent only to satisfied customers
How the automation runs
An IT ticket closes after a password reset. Three hours later the customer texts back that they still cannot log in to one system. The ticket reopens itself, the original tech gets pinged, and the real fix happens the same day instead of after next week’s angry call.
- 1Ticket field
The ticket status moves to Completed
- 2Wait step
The sequence waits a few hours so the fix has time to stick
- 3Outbound SMS
The customer gets one question: did this resolve your issue?
- 4Conditional branch
A no reopens the ticket and alerts the original agent
- 5Outbound SMS
A yes gets a thank-you with a review link
How auto shops teams run it
Picked-up vehicles get one verification text, and a no reopens the ticket before a comeback.
Synced with your systems
Built from standard Frontdesk blocks
No custom development. Each step is a building block you can rearrange, retime, or extend, so this workflow can grow into the next one.
Retention journeys that include this workflow
This workflow is one step inside larger retention journeys that run the full customer lifecycle.
Customer retention
Combine behavior, sentiment, service history, and conversation data into proactive retention workflows.
See the journey →Churn risk intervention
Route each at-risk customer into a playbook based on value, issue, urgency, and preferred channel.
See the journey →Renewal journey automation
Coordinate education, value review, objections, approvals, offers, and signatures before the deadline.
See the journey →Common questions
How does the resolution follow-up workflow start?
A ticket status changes to Completed.
Which channels does this use?
This workflow runs over sms. Each step can use the channel that fits the customer and the urgency.
Can my team stay in control of when it fires?
Yes. The trigger can be a field a person flips on a ticket or contact, so a human makes the decision and Frontdesk does the follow-through. Any step can also route to a teammate with the transcript and collected data.
Does it keep our records up to date?
Every call, text, and email in the workflow is logged against the contact and ticket, with transcripts attached. Frontdesk can also sync contacts and fields to your CRM.
What happens when a customer needs a human?
The workflow hands off with context: the right teammate gets the full history, the transcript, and the collected answers, so the customer never repeats themselves.
Which systems does this work with for auto shops businesses?
Frontdesk can work with HubSpot, Salesforce, Pipedrive, Google Calendar, Outlook, Webhooks, plus API and webhook connections for custom systems, so every conversation lands on the right record.
Thinking bigger than one workflow?
The customer journey library maps full lifecycle automations across activation, onboarding, retention, and growth.
Explore customer journeys →This workflow also runs for any industry.
See the all-industry version →More from ticket buttons and field automations
Add a field to any ticket and let flipping it run the work. Your team makes the decision, Frontdesk does the follow-through.
One-click refund button
Add a Refund initiated field to support tickets. When your agent flips it to Yes, Frontdesk calls your payment processor, confirms with the customer, and closes the ticket.
Escalation button
A Manager review field on tickets that, when flipped, briefs the right manager with the full history and tells the customer help is on the way.
Callback request button
Flip a Callback requested field and Frontdesk dials the customer for you, retries on no answer, and logs the conversation back to the ticket.