Forums/Community/Community tips & tricks

Scheduling recurring tickets in Zendesk

Morten Primdahl
posted this on July 18, 2008 03:25

You can have Zendesk automatically generate a recurring ticket at various intervals by pairing it with an external application that sends out email reminders. In this example, we'll use http://www.rememberthemilk.com as the external application. "Remember the Milk" is a free online task management service. Once you create a task, you can enable this event to send you a reminder of its occurrence via email. You could then specify the reminder to the email address of your Zendesk because any email sent to your Zendesk domain will automatically create a ticket.

1. Create a account at http://www.rememberthemilk.com

2. Within "Remember the Milk", edit your reminder settings by visiting the "Settings" link and then clicking on the "Reminders" tab.

2a. Check off the box that will send you a reminder "At the time the task is due"

2b. Add your Zendesk email address as one of the reminder destinations under the "I want to be reminded by..." section.
RememberTheMilk_reminder.png

3. Create a task by adding a date and time. You can set this task to reoccur on any interval you wish.

RTM_task_creation.png


Please note that "Remember the Milk" will need to verify your Zendesk email and will send a verification email to your Zendesk. This may end up in your Suspended tickets, so be sure to check this area when completing the verification.

 

Comments

User photo
Alexander Aghassipour
Zendesk

Another way of doing this would be to use one of the many calendar-to-email schedulers. A popular one is http://www.iwantsandy.com.

July 20, 2008 05:02
User photo
Scott Howe

Hi,

Tried doing as per your instructions. The problem I have is that when I try to forward the email from the GMail account using either filters or all email forwarding, the email that is sent is still from the calendar_notification@google.com address (in the To: field). This is then rejected from Zendesk as it is not from a valid users account.

Any ideas?

August 13, 2008 22:39
User photo
Dave Grendysz
orangepaw

hmm i have the same issue as Scott

November 19, 2008 07:12
User photo
Morten Primdahl
Zendesk

Scott, apologies for not having seen your comment before now. Dave and Scott: The GMail setup was flawed, I must have done something wrong back when I tested this. You are correct in that GMail forwarding does not work, as you want to change the "From" or "Reply-To" address at least. I've updated the solution to a more generic setup and will post here as I test different options.

November 26, 2008 05:54
User photo
Mark Rothfield
revealtools

I'm very interested in getting this to work as we have several weekly and monthly repeating tasks per client, would be nice to have the tickets auto-generated

March 03, 2009 15:16
User photo
Terry Cook

Any update on this? I've been looking for a solution that would do this...

April 20, 2009 12:13
User photo
Shaun Pyrah

Using Google Calendar I was able to:

  1. set up a user called 'Recurring Events' with an email address as 'calendar-notification@google.com'
  2. edit the user to change their password, which appears to have the effect of verifying them (no use waiting for google calendar to login)
  3. I then set up a recurring event to conduct a routine equipment service in a google calendar I called 'zendesk'
  4. I used a filter to recognise the sender/calendar, requesting that the reminder be forwarded to support@domain.zendesk.com (& then binned)
  5. For simple testing purposes I then set up a trigger to look for new requests with the expected calendar & task name in the comments - the trigger was to assign the request to the service agent who looks after routine equipment servicing

All worked well the google end.

On the zendesk side it arrived ok but ended up in my 'suspended' tickets - reason being, zendesk rejected the automailer that google uses to forward the reminder.

It wasn't all bad; you are able to recover the request.  Once I did this zendesk appeared to take over again & assigned it as per the requested trigger actions.

So it all works, in terms of getting the recurring event into zendesk.  I guess it would work better if the automailer rejection could be overcome.

November 12, 2009 23:20
User photo
Doug Shernock

consider this a feature request. Hoping you can make Zendesk do recurring tasks without an external app.

August 20, 2010 14:06
User photo
Chris Wilkinson

x2 for this as a feature request.

August 25, 2010 18:21
User photo
richard jung

I've just started looking into recurring requests, also for equipment maintenance.  Consider this x3 as a feature request.

September 10, 2010 12:15
User photo
Glenn Barling

We would love this feature built into the application. Get for scheduled items such as weekly checks and monthly checks.

September 12, 2010 19:31
User photo
Mcdent

We would love to be able to push tickets out and have them populate our shared Google calendar, excellent feature! +1 :)

November 04, 2010 02:01
User photo
Frank Osburn
UniversalPegasus

x3 as a feature request

January 21, 2011 05:47
User photo
Hasan Rahman
hammerstad

+1 as feature request

January 25, 2011 01:37
User photo
Geoffrey Schaller
khronos

I'd love to see this as an included feature as well.  With some IT departments, the audit trail associated with automated tasks is critical - for example, if someone on my team is required to inspect security logs once a week, the ability to generate an issue weekly within ZenDesk, and then have each issue annotated and signed off, would be excellent.

March 09, 2011 12:11
User photo
Odd
itslearning

Missing scheduled tasks in Zendesk is one feature that is seriously hamstringing my evaulation of Zendesk.

As the decisionmaker and planner for my department I need to be able to set up scheduled tasks within the system to ensure that the "basics" are taken care of.

June 30, 2011 15:29
User photo
Glenn Barling

Hello Zendesk: Overall I love your product, I think it's simple to use, and even simpler for our users to interact!! But I have to ask, when are we likely to see the ability to have scheduled tasks added within Zendesk itself? Having all features within one application is much better practice, than running helpdesk in one system, and scheduled tasks in another. Too many chances of breaking the process for my liking.....

June 30, 2011 16:10
User photo
Robert Ficcaglia
onemedicalgroup

+1

July 14, 2011 14:49
User photo
Andre Nadimi
obcn

+1

July 16, 2011 18:18
User photo
Kim Steen Haugsvær
itslearning

We have used Zendesk now for a couple of weeks, and I must say that it's a really easy to use service desk, but its one thing we are missing...

The scheduling.

Hopefully it will soon be implemented?

July 18, 2011 06:58
User photo
Chris
Project CS Beta Testers

+1

July 27, 2011 11:20
User photo
Dan Damron

+1 on scheduled tasks

September 28, 2011 08:06
User photo
Grant Rayner
modica

+1 from me too, we often get work requests for a future date, so a ticket that perhaps automatically changed status from Pending to Open on the Day of the event would be a great feature, i.e. basically put the ticket to sleep until the allotted time is reached, whether the ticket is marked to solved or pending could be up to the user but the 'reminder' feature could be set for a date and time (and quite possibly even for a recurring time) at which point the ticket would re-open and email alerts would be sent to watchers.

November 03, 2011 03:33
User photo
Michael Vollmer
porky

This would be a much welcomed feature.

December 07, 2011 07:40
User photo
David Boxer

+1

January 02, 2012 11:29
User photo
Sebastien Perreault

+1 as well.  

January 13, 2012 08:30
User photo
Jorge Campo
tpferro

At my company we use outlook calendar to schedule some tickets. 

Zendesk is not a maintenance software but I think you can make it work as it was with more than decent results.

Using the mail API http://www.zendesk.com/support/api/mail-api it can get much more interesting, although it can be hard  to create scheduled tickets for a "normal" user. 

I think that a calendar engine integrated zendesk would be more than welcomed. :)

March 26, 2012 11:24
User photo
UNSW
unswf

+1 (of many - and no response from ZenDesk...)

June 15, 2012 00:41
User photo
Anthony Hornby

A calendar in Zendesk that showed tasks and allowed scheduling of tickets ahead of time would be great.

August 23, 2012 16:17
User photo
Jim Nestell
Snagajob

+1 as well.

September 05, 2012 04:34
User photo
Sjoerd Huisman
mijneo

+1

September 12, 2012 06:20
User photo
Josh Loewen

+1

January 30, 2013 12:17
User photo
Thomas Anderson

Just launched Zendesk this week, and our users identified one thing missing immediately; calendar functionality.
It is a common task to set a future date when to get back to the customer on whatever issue.
I realise this is CRM turf, but some kind of calendar driven notification is needed.

Since it has been on the wish list this long and not even been addressed by Zendesk, it does not seem to be on the road map though...

April 17, 2013 04:34
User photo
Urquilla, PJ
stratacomm

+1 this would be nice. 

May 22, 2013 12:29
User photo
Brandon K.
Zendesk

@Thomas and PJ: You could use Zendesk's task functionality to get a calendar reminder system in Zendesk. Task is an option in the Type ticket field and will pull up a calendar when you select it. If you then set up an automation to work off of the Task option, you can have automated reminders be sent out or ticket properties changed. You can access automations by going to Manage > Business rules > Automations and use the condition 'Hours since due date' or 'Hours until due date' to create your desired business rules.

May 28, 2013 11:16
User photo
Urquilla, PJ
stratacomm

So I set up a recipe using If This Then That to send an email every week at a certain time to my support support@x.zendesk.com emails. This at least creates a ticket. An integration with IFTTT would be nice.

May 28, 2013 13:01
User photo
Fantauzzi, Michael

+1

October 25, 2013 12:02