What are Nudges in Engage, and how do they work?

Learn how Nudges help agents follow up on tickets automatically.

What Is a Nudge?

A Nudge is a reminder feature that moves tickets back into the queue after a predefined time.

How to Use Nudges

1. When closing a ticket, select a follow-up reason (e.g., "Escalated").
2. Engage will automatically reopen the ticket after a set period.

Why Use Nudges?

• Ensures follow-ups on high-priority tickets.
• Helps maintain consistent engagement with customers.