> For the complete documentation index, see [llms.txt](https://athome-1.gitbook.io/athome-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://athome-1.gitbook.io/athome-docs/assistance/tabs/followup.md).

# Followup

Follow-ups enable communication between ticket stakeholders. If [notifications ](/athome-docs/setup/notifications.md)have been configured, each stakeholder is notified when an update has been made to the ticket.

<figure><img src="https://2965217165-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBk8u0TPogHtiUd7DaQyf%2Fuploads%2Fgit-blob-c8e1b30ec277f9be74acd4bd750274a26a3da507%2Fadd_followup.png?alt=media" alt=""><figcaption><p>View followup</p></figcaption></figure>

<table><thead><tr><th width="171" data-type="image">Icon</th><th>Explanation</th></tr></thead><tbody><tr><td><a href="https://2965217165-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBk8u0TPogHtiUd7DaQyf%2Fuploads%2Fgit-blob-0f6d82189bb9b6b647b7729a01b7198ee33cf489%2Fsearch_in_knowledgebase.svg?alt=media">search_in_knowledgebase.svg</a></td><td>Search the knowledge base to see if a solution exists</td></tr><tr><td><a href="https://2965217165-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBk8u0TPogHtiUd7DaQyf%2Fuploads%2Fgit-blob-030194fee103ad47b1c91d9f2468fe10887708b2%2Ffollowup_template.svg?alt=media">followup_template.svg</a></td><td>Choose a followup template</td></tr><tr><td><a href="https://2965217165-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBk8u0TPogHtiUd7DaQyf%2Fuploads%2Fgit-blob-0bd36baf10b177a79ff5abd6375aa27dcf3be59c%2Ffollowup_source.svg?alt=media">followup_source.svg</a></td><td>Choose the followup source (Direct, E-Mail, Fomr, Helpdesk, Other, Phone, Written)</td></tr><tr><td><a href="https://2965217165-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBk8u0TPogHtiUd7DaQyf%2Fuploads%2Fgit-blob-c482f771a947e71c130572d814dacf6ede860ba0%2Fprivate_followup.svg?alt=media">private_followup.svg</a></td><td>Change to public or <a data-footnote-ref href="#user-content-fn-1">private </a>task (You can specify in <strong><code>Setup</code></strong>> <strong><code>General</code></strong>> <strong><code>Default Values</code></strong> > <strong><code>Assistance</code></strong> whether tasks should be marked as private or public by default.</td></tr><tr><td><a href="https://2965217165-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBk8u0TPogHtiUd7DaQyf%2Fuploads%2Fgit-blob-005a4ec12bba94d0bcca7745abbe8ca63f4ecd36%2Fsave_add_knowledgebase.svg?alt=media">save_add_knowledgebase.svg</a></td><td>Save and add to the knowledge base</td></tr></tbody></table>

## Add a followup

* To add a followup, click on Answer;
* Add your comment;
* Add a document if necessary;
* You can add a pending reason <img src="https://2965217165-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBk8u0TPogHtiUd7DaQyf%2Fuploads%2Fgit-blob-645177250f85de25acd16a5a6290b122c6e8582b%2Factive_pending_reason.png?alt=media" alt="" data-size="line"> (see [pending reason](/athome-docs/assistance/tabs/pending-reason.md));
* Click on **`+ Add;`**

Once tracking is added, the ticket changes to **pending** status.

## Update a followup

During a follow-up update, you will be offered two options:

* Edit;
* Promote to ticket.

<div align="left"><figure><img src="https://2965217165-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBk8u0TPogHtiUd7DaQyf%2Fuploads%2Fgit-blob-5389cd2c9e583c6252cf3cbcd88658c183c1fff7%2Fedit_followup.png?alt=media" alt=""><figcaption><p>Edit followup</p></figcaption></figure></div>

### Edit

* To update your followup, click on ![](https://2965217165-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBk8u0TPogHtiUd7DaQyf%2Fuploads%2Fgit-blob-3458bd787f81c6f1e7e92f0fc84583983b1fb117%2Fmenu_edit.svg?alt=media);
* Click on **`Edit`** ;
* Update your comment
* Click on **`Save`**

{% hint style="info" %}
An “Update followup” notification can be sent if enabled. Go to **`Setup`** > **`Notifications`** > **`Notifications`**
{% endhint %}

### Promote to ticket

It may happen that a follow-up leads to another anomaly, a documentation update to be made, etc. You can then convert a follow-up into a ticket.

## Template

It is possible to create follow-up template to increase speed and efficiency.

You can add a template by going to **`Dropdwons`** > **`Assistance`** > **`Followup templates`** or by the followup to the ticket directly by clicking on the **`+`** next to the ![](https://2965217165-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBk8u0TPogHtiUd7DaQyf%2Fuploads%2Fgit-blob-030194fee103ad47b1c91d9f2468fe10887708b2%2Ffollowup_template.svg?alt=media)

* Add a **Name** (that will appear in the drop-down lists);
* Add comment (optionnal);
* Choose the source (Direct, E-Mail, Fomr, Helpdesk, Other, Phone, Written);
* Add a pending reason if necessary (see [pending reason](/athome-docs/assistance/tabs/pending-reason.md));
* Define the visibility of the followup (private[^1]/public);
* Write your followup;
* Click on **`+ Add`**;
* After recording, you can add a translation.

<figure><img src="https://2965217165-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FBk8u0TPogHtiUd7DaQyf%2Fuploads%2Fgit-blob-c23b4b4bd2c7294db203347e8a1088120f0492b6%2Fadd_template_followup.png?alt=media" alt=""><figcaption><p>Template followup</p></figcaption></figure>

[^1]: Only persons authorised to view private tasks (**`Administration`** > **`Profiles`** > *`My_profile`* > **`Assistance`** > **`Follow-ups/Tasks`**) will be able to view them.