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?
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 based on the time zone set within the user's desktop or device.
For more information, see the article: About automations and how they work.
Does the solution proposed above only work with a certain Zendesk tier? I'm not able to create any automations...
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!
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.
Does the "local time zone" mean the Agent's local time zone or the entire ZD instance's local time zone?
Also, is there is a way to "clear out" the due date selection on a Task ticket?
If your question is the time zone that the Due Date field is following, it is the account time zone.
Once a date is selected in the Due Date field, you can't clear it out without switching away from ticket type "task".
Is it possible to set this automation up for when a Ticket's scheduled hours is approaching end of day? For instance, If a ticket has a Schedule with 8-4pm set, to notify a group when the ticket is created between 2-4pm of that day?
Hi Sam Donovan!
At the moment it's not possible as there are no direct automation conditions that reference clock time for activation. Automations also only run once an hour at the start of the hour but it doesn’t mean it runs at the top of the hour. So there is no guarantee that the automation will start processing exactly at a specified time.
I've taken a look and found that other users are discussing similar needs here: Trigger or automation in a specific time period. You can up-vote that original post and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
Is there a way to add a Task Due Date based on a trigger? I know we can set the expectations for completion based on the SLA, but it would be nice to see more interaction with this Due Date feature.
unfortunately it is not possible to set the Due Date automatically via a Trigger etc.
In regards to that, I have also found the following similar Community post:
Set Due Date Automatically when Ticket is Submitted
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