Set Due Date Automatically when Ticket is Submitted

Gepostet 25. März 2022

I need to automatically set the Due Date based on when a ZenDesk task is created or when the status is moved from New to Open.

I can't seem to create an automation or trigger to manipulate the due date. I need it to be 7 days from creation.

28 Kommentare

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Piia Riikonen

31. März 2022

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.

Dave Dyson

26. März 2022

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.

Sean Schulze

25. März 2022

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.

Sean Schulze

25. März 2022

Sean Schulze

25. März 2022

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

Kyle Davis

25. März 2022

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

Sean Schulze

25. März 2022

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.

Kyle Davis

25. März 2022

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.