Inactive Client Communication Process (No contact preference) 

Day 1: Assignment user will call and email user  

Email template: 

Thank you for submitting Service Ticket TK211926 

We called and left a message for you a moment ago at {Contact Number} in our first contact attempt. When you have a moment, please let us know your availability for our team to connect with you.  

Additionally, please provide the best phone number we can reach you at.  

Your centrexIT Service Desk Team 

619.651.8787 | centrexIT.com 

Day 2: Assignment user will call and email user 

Email template: 

Thank you for submitting Service Ticket TK211926 

We called and left a message for you a moment ago at {Contact Number} in our second contact attempt. When you have a moment, please let us know your availability for our team to connect with you.  

Additionally, please provide the best phone number we can reach you at.  

Your centrexIT Service Desk Team 

619.651.8787 | centrexIT.com 

Day 3: Assignment user will Switch status to “On hold no client contact” and add “CPR” tag  

Email Template: 

We called and left a message for you a moment ago at {Contact Number} in our third and final contact attempt. This ticket has been placed in an inactive status. When you are available to work with our team please reply to this email or you can reach the Service Desk at (619)651-8787. 

Additionally, please provide the best phone number we can reach you at. 

Your centrexIT Service Desk Team 

619.651.8787 | centrexIT.com 

Once the ticket goes to “On hold no client contact” status it will remain here as an inactive ticket for 7 days before automatic ticket closure.

If the client responds prior to the 7 days, the assignment user will be notified by email and the ticket will become bold with the attention tag. From here the assignment user will change to the appropriate status (ex Pending Scheduling etc.)