asked this on January 10, 2011 13:29
is there a way to set the default due date for a task myself? I would like it to be the next business day by default; currently it seems to be about a week out.
I don't want to manually have to select a task due date every time I enter a ticket. I want the date to default based on the priority I set (normal priority = 24 hours and high=8 hrs.) Is there a way to do this/
To add a bit more scope on this issue - We have enabled the Due date features that is linked to the Type = Task and the due date field is automatically populated to be a date 6-7 days into the future. This is a good step as it does allow us to update this field and use reporting/views to determine when items are upcoming and when items are overdue (plus we can create an aged report of how old an issue is).
One of the items that my agents are requesting is the ability to configure the default due date for organizations as well as by Custom Fields. We have various SLA's that are written for each organization that determines the amount of time that we have to respond to certain issues, we are currently manually updating each due date to help us keep track of items that are approaching the SLA that we have signed. This manual updating is prone to error and issues can slip through the cracks if entry errors are made. If we had a screen (or tags) that allowed us to enter the default due date (Current date + 3) then this would be a great first step.
The second step for us would be to allow us to configure the default date based on a custom field for an organization as well (much more complex). We have created a custom field called 'Request Type' and it contains many options expanding on the Type list that comes standard. With each SLA we have certain types of issues that need to be resolved within a specific time frame. For example - Questions need to be answered in 72 hours, Problems need to be answered in 24 hours, Imports need to be completed in 48 hours, etc.
This would be a perfect world for us and I hope the additional scope helps build a picture for what you are visioning for a future release.
this would come in very handy. We have tasks created by triggers and would like to set the due dates to 4 hours for urgent tickets and 8 hours for high priority. Eg. conditional Service levels and due dates. Preferably configurable in general, minimum required is a link to level of priority. A manual 'overwrite' (eg by supervisor) to set the SLA to a x-hours would be top as well.
@Claire @Christine @Bill @Raoul Sorry the delay in answering. I can see the usefulness of a such a feature. I think currently this is more of a feature request as it is not possible out of the box currently. I will pass along the feedback.
although answered... ridiculously slow response time.... any progress on this feature?
thanks justin, but the due date doesn't even show up for tickets - only tasks... is it still set automatically (system-level) on tickets?
The due-date field only appears when the task type is selected on the ticket. It's still set automatically.
Fully agree with Bill above, and others; need to be able set the due date based on SLA settings and ideally a hidden date for non task based items. A question will still sit within an SLA and need answering by a certain date and therefore needs a due date based on the SLA.
Is there an easy way to add a custom field and set a calculated due date if only for reporting functionality
We greatly appreciate your in depth use case and suggested improvements to our SLA feature, and I apologize for the delay in addressing it. The auto-populated task due date (of about one week out) is a Classic Zendesk feature. In New Zendesk, the task due date isn't auto-populated; you have to manually set the date. In both Classic and New Zendesk, it's not possible to set a due date via a business rule. You can set due dates via the API, but that would require working with your development resources.
As many of our customers have a need for monitoring tickets beyond the capabilities of our built-in ticket types and built-in SLAs, we suggest doing so with a combination of custom ticket fields and triggers/automations to send out SLA-like alerts based on those field selections. In the case of your custom 'Request Type' field, you could build an automation to say that it the 'Request Type' field selection is 'Question,' and the hours since the ticket was created is greater than 72, the Automation should email xx agent(s) a notification to act.
Thanks for sharing your use case and suggestions in this forum as well! As you'll see in my response to Bill above, you should be able to accomplish your priority-based due dates with an automation. Tell the automation that if ticket priority is urgent and hours since created is greater than 4, a notification should be sent to xx agents encouraging them to respond.
Thanks for chiming into the discussion about task due date flexibility! As you'll see in my answers to Bill and Raoul above, you can use our API to populate due dates automatically or use custom fields and automations to go beyond our built-in SLAs.
Es muy necesario, poder manejar, además de la fecha de respuesta, la hora, por ejemplo , pode acotar el tiempo en
31/12/2013 a las 15:55 , esto poder tenerlo de forma integrada. Actualmente, tuve que realizarlo con la app de Zapier, pero tampoco anda muy bien, tiene varios errores al conectarse.
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