Users not replying to follow-up questions on IT tickets

What the numbers show

Counted from the threads quoted below. How we count

• The most recent one is from October 2026.
• This comes up 149.4× more often in r/msp than across the site as a whole.

What people tried

Every workaround mentioned in the threads below. We haven’t tested any of them — and nobody here is claiming they worked.

1. 1
   Throwing the email into a forget-about folder or waiting for the chat to fall to the bottom
2. 2
   Requiring users to submit requests via a service ticket for tracking purposes
3. 3
   Automatically closing tickets after a period of inactivity (such as 2 weeks) due to waiting for the customer
4. 4
   CC'ing the user's manager
5. 5
   Setting up an automated sequence that emails the client 2-3 times before auto-closing the ticket.
6. 6
   Having a dedicated dispatcher call the client directly when emails go unanswered.
7. 7
   CCing the client's boss or account manager on the second follow-up attempt.
8. 8
   Keeping the ticket open in the tech's queue to manually monitor and follow up.
9. 9
   Manually pasting 'out of band' verbal or text updates into the ticketing system.

In their words

Unedited, grouped by where they were said, most upvoted first within each place, each linked to the thread it came from.