Post-Processing of Quotes
Step 1: Ticket Status After Quote Creation
- The ticket is set to "Awaiting Response"
- A reminder date is set for approximately 1–2 weeks in the future
Step 2: Customer Response Received
- If the customer responds to the ticket, it can be set to "Closed"
Step 3: No Response from Customer
- The customer is called
- If the call does not go through, an email is sent
- The call is recorded as an internal note in the ticket
- The automatically sent email is also automatically documented
- The reminder date is postponed by an additional week
Step 4: After Customer Contact
- If there is a positive response → close ticket
Step 5: Quote Accepted – Create New Tickets
If the quote is accepted, the subsequent tasks must be divided into separate tickets.
Example – Remote Support with Router Installation:- Remote support is offered and accepted
- Router procurement and configuration → Ticket 1
- Router installation (unless done by customer) → Ticket 2
- Test data collection → Ticket 3
🌐 Auto-translated: 2026-01-16 16:00 • Hash: edd57f6c