Question
I want to receive a notification before a ticket's due date comes up. Can I create an email reminder before a task ticket's due date?
Answer
Yes, you can create an automation that sends an email notification.
To create an automation
- In Admin Center, navigate to Objects and rules > Business rules > Automations.
- Click Add Automation.
-
Under Meet all of the following conditions, add:
- Ticket: Hours until due date > is > x hours. Use either calendar or business hours.
- Under Perform these actions include:
- Notifications: Email user > (assignee)
Note: The due time for a task ticket is always 12 pm in your account's timezone on the due date.
For more information, see the article: About automations and how they work.
3 Comments
Does the solution proposed above only work with a certain Zendesk tier? I'm not able to create any automations...
Hey Karina,
Automations are only available on the Team plan or higher. If you're on Support Essential, you won't have the option to set up custom automations.
More information on what's available on each plan here: Zendesk Pricing
Let me know if you have any other questions!
Hello,
Here is a screenshot of how I configured my Task Due date to send email notifications. Hope this helps someone else as I had to chat with Zendesk to get this working as the instructions above did not work or allow me to set the (Calendar Greater than ) option. The trick is setting the tag to avoid getting the "Automation could not be updated as: Automation must not run multiple times per ticket. It must have a time-based condition that is only true once (Hours since created is 24) or an action that nullified a condition ("Priority Is High" and an action setting it to "Priority Is Urgent")." error message.
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