PURPOSE Good follow-up keeps the support team informed and the ticket moving. WHEN TO FOLLOW UP Follow up when new symptoms appear, the issue changes, the impact increases, or requested information is available. WHAT TO INCLUDE Add new details, screenshots, times, affected users, or steps tried. USE THE SAME TICKET Reply on the existing ticket instead of opening a duplicate. BEST PRACTICE Avoid sending only 'any update?' unless there is new urgency or missed timing.