Set Due Date Automatically when Ticket is Submitted

26 Kommentare

  • Kyle Davis ATG

    Sean Schulze, you should be able to do this with the Trigger.

    As you can see in the image below, I have the "Meet all" set to "Status>Changed from>New" and the action is set the date to 7 days from now.

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  • Sean Schulze

    Hi, thanks for the reply. I don't really know what "First Solved Date" is, but that is OK if it sets the task due date. My issue, that is not even an option under my available actions to trigger. 

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  • Kyle Davis ATG

    Sean Schulze can you please provide a screen capture of the ticket field you've created for the due date?

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  • Sean Schulze

    it is not a field, i am changing all these tickets to a Tasks, thus using the pre-built ZenDesk Due Date field. 

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  • Sean Schulze

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  • Sean Schulze

    To be clear, i am not creating a custom field for a ticket, im using the field Due Date that exists when a ticket is a Task.

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  • Dave Dyson
    Hi Sean, unfortunately there isn't really a supported way of doing this that i'm aware of, short of writing a script that modifies tickets via the API. There is a (paid) app in our Apps Marketplace that allows the due date to be set via a macro, but I know that doesn't solve your use case. Therefore, I'm moving your post to our Feedback - Ticketing System (Support) topic, where it can get more visibility from our Product team.
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  • Piia Riikonen

    we need this also. When customer create ticket and add desired date for delivery (custom ticket field), we want copy that date as due date. 

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  • Tyler C. Page

    Due Dates play a crucial role in delivering prompt customer support. Manually updating due dates for similar tickets might be cumbersome. Additionally, you may want to perform ticketing actions on multiple tickets due on a particular day.  Happy Fox's automation suite lets you automatically set due dates on tickets.

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  • Sean Schulze

    Thanks @.... i hope this gets included soon. Seems like a simple change, just add updating due date as action on trigger, allow for delay in days/hours/min or choose an absolute time/day. 

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  • Stephen Barbarino

    Just wanted to add that we could really use this feature for our human resources employee onboarding processes. Due dates for specific requests are usually 5 days from the time of request. 

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  • Laura Inostroza

    Adding here that we could really use the option to do this based on business days. I have a custom field that is "due date" which we update manually because the "set to 7 days from now" doesn't exclude weekends, even though we have an agent schedule set on our instance.

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  • Ulises Soto

    Dave Dyson Is there any update on this? The default due date needs to be more editable and at least match the existing options of a custom date field. It seems unreasonable that even though they are date fields, the options are completely different.

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  • Nicole Saunders
    Zendesk Community Manager

    Hey Ulises - 

    Dave isn't the product manager for this, so he wouldn't have an update for you. We'll see if we can get a PM to review and get back to us all soon. 

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  • Jamie Noell
    Zendesk Luminary

    We also would like a due date auto-added based on the creation date. Right now, we set a custom field like Sean did above, and then we have a second trigger with a webhook that copies the custom field due date to the standard Due Date field that displays for Ticket Type of Task.

    It would be nice not to have to use API calls for this "copy to" and just set the standard due date field like you can for a custom date field.

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  • Arkady Kaminski

    Hey Zendesk. Was told to add a comment here to up-vote this request. Please make due date field visible to triggers.

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  • Lloyd Norman

    +1 Arkady Kaminski

    Seeing as it is a ZD default field, it'd be great to have the ability to do this. Both with functionality for calendar or business days (revolving around how your schedule's built)

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  • Sydney Neubauer
    Zendesk Luminary

    +1

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  • Lara McCaleb

    +1 on this. I was just searching for a way to automatically set the ticket type to task and set the due date to the following business day with a ticket macro, and then searched to see if it is possible via trigger. This seems like a no brainer to be able to customize and automate due dates based on scenarios and rules. 

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  • Nikki Mier

    Hi ZenDesk team - is there any update on populating the Due Date field being possible on a trigger or automation?

    Thanks!

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  • Kimberly Villa

    Up on this too.

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  • Eden Davis

    I needed similar functionality for requested articles so I wrote a guide for the steps I use to achieve this here: Automatically Set a Due Date for Tasks Using Custom Fields - I hope it helps someone out there!

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  • Libby Tooke-Mitchell

    Also adding an up vote for this function. We would like this to be something we can set a trigger up for so that all task tickets that meet the usual trigger criteria e.g. in group X can be set to due X days after ticket creation. 

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  • Sunil Koppal

    +1. This automation is critical as we have predefined SLA's based on Priority of tickets.  E.g.: Priority ( custom field) : 'S' the the ticket is due within next 24 Hrs. We also need to send reminders to assignees (i.e. set up automations) based on Number of hours until & since due which i believe is based in the standard due date field in Zendesk.

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  • Jamie Noell
    Zendesk Luminary

    Agreed. We implemented the custom field option and copy using the API to the standard due date field, but I would prefer not to use up API hits for this purpose.

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  • Mucci Marinucci

    +1, our teams would also love the ability to do this natively.

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