Hi @Blue

When customers don't respond promptly, it's often because we're asking for information too late or via a channel they don't monitor. Here are a few ideas that have worked for me:

• Design your intake forms or record producers to collect the required details up front so agents aren't forced to chase the caller for basics later. Use UI policies to show additional fields when certain categories are selected.
• If you still need clarification, change the task's state to Awaiting customer or use the built‑in On Hold Reason "Awaiting Caller Info" so your SLA timers pause. Configure automatic reminders (email or SMS) to go out after 24/48 hours requesting the information again.
• Offer other channels besides email—many users respond faster to an SMS, a Teams/Slack chat or a Virtual Agent conversation. ServiceNow's Engage messenger and Virtual Agent can ask the user follow‑up questions and write the answers back to the incident.
• Establish an auto‑close policy for tickets that are pending on the customer beyond a certain time. After the final reminder goes unanswered, move the ticket to a resolved/cancelled state with a note.
• Finally, educate requesters on what constitutes a complete ticket through knowledge articles and pre‑submission checklists, and ensure the service catalog descriptions clearly state the required information.

💥 Was this answer useful? 👉 If so, click 👍 Helpful 👍 or Accept as Solution ✅ 💡💻👋🙌