Release Notes Puzzel Case Management January 12th 2026
New Features
Ticket Follow-Up Scheduling
Agents can now create scheduled follow-ups on tickets to ensure timely handling and automatic reopening. This feature helps agents manage their workload more effectively by scheduling tickets to reopen at specific times.
- Flexible Scheduling: Set follow-ups with exact date and time you wish to follow up at
- Assignment Options: When creating a follow-up, assign it to yourself, another agent, return it to the team or allocate to another team
- Automatic Status Management: Tickets automatically move to "On-hold" status when a follow-up is created
- Automated Reopening: At the scheduled time, tickets automatically reopen and return to "Open" status with the assigned agent or team
- Smart Completion: Follow-ups automatically complete when a customer replies, when you manually change the ticket state (Status, Team or User), or when the scheduled time is reached
- Timeline Integration: View all follow-up activity directly in the ticket timeline with clear visual indicators
- Manual Control: Manually complete active follow-ups at any time if plans change
How It Works
Creating a Follow-Up
- Open a ticket and click the "Add Follow-up" button
- Choose when the ticket should reopen (exact time or relative time)
- Select who should handle it (self, another agent, the team or another team)
- Add optional notes about the follow-up
- The ticket automatically moves to "On-hold" status
What Happens Next
- Before the scheduled time: The ticket remains on-hold. If a customer replies, the follow-up is automatically completed and the ticket reopens immediately
- At the scheduled time: The ticket automatically reopens and is assigned according to your follow-up settings
- If you change your mind: You can manually complete the follow-up or create a new one (only one follow-up is active per ticket)
Important Notes
- One Active Follow-Up Per Ticket: Creating a new follow-up automatically completes any existing active follow-up on that ticket
- Event Rules: Follow-ups do not trigger event rules, preventing unintended automation cascades
Timeline Visibility: All follow-up activity is visible in the ticket timeline for complete audit history
Understanding Follow-Ups vs. Tasks
What's the difference between a Follow-Up and a Task?
While both features help you manage work, they serve different purposes:
| Feature | Ticket Follow-Up | Task |
|---|---|---|
| Purpose | Temporarily pause and automatically reopen a ticket at a specific time | Create a separate work item or reminder that needs manual completion |
| Automation | Automatically reopens the ticket at the scheduled time | Manual - you must complete or dismiss the task yourself |
| Ticket Status | Changes ticket status to "On-hold" automatically | Does not impact the ticket status |
| Quantity | Only one active follow-up per ticket | Multiple tasks can exist per ticket |
| Use Case | "Wait 3 days for customer response, then reopen automatically" | "Remember to call the customer" or "Check with technical team" |
| Customer Response | Automatically completes and reopens ticket immediately | Remains active until manually completed |
When to use Follow-Ups:
- Waiting for a customer response (e.g., "reopen in 3 days if no reply")
- Scheduling ticket review at a specific time (e.g., "check on this ticket at 2pm tomorrow")
- Deferring work to a less busy time (e.g., "handle this next Monday morning")
- Waiting for an external dependency with a known timeline (e.g., "system upgrade completes Friday at 6pm")
When to use Tasks:
- Personal reminders that don't affect ticket status (e.g., "call customer back")
- Work items that require manual verification before completion (e.g., "verify fix with QA team")
- Multiple action items within a single ticket (e.g., "update documentation" + "notify team" + "update settings")
- Checklists or to-do items that you track independently