Introduction
This article explains what happens when a user does not respond to a support inquiry after the initial contact and how to handle the conversation appropriately.
Issue description
If a user does not reply after the support team reaches out, the conversation will be automatically closed after a period of inactivity. This helps keep the inbox organized and ensures open conversations stay focused on active support requests.
Signs
Common signs of an unresponsive inquiry include no reply after the first support email, repeated follow-up attempts without a response, or a conversation that remains inactive until it closes automatically.
Basic troubleshooting steps
Checklist:
- Wait for the user to respond to the initial support inquiry.
- Allow the conversation to close automatically if no response is received.
- If the user replies later, continue the conversation from the same email thread when possible.
- If needed, ask the user to start a new email inquiry for a new issue.
Next steps
If the user needs further assistance after the conversation has closed, they can reach out again by email or reply to the same email thread to reopen the discussion, depending on your support process.
Additional information
For best results, keep your follow-up message clear and concise so users know how to respond if they still need help. If your support workflow includes specific closure timing or reopening rules, add them here.