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Can I be notified by email before a task ticket's due date?



Edited Jan 07, 2025


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11 comments

Does the solution proposed above only work with a certain Zendesk tier? I'm not able to create any automations...

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Brett Bowser

Zendesk Community Manager

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!

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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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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?

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Joyce

Zendesk Customer Care

Hey David!
 
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".

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Hi Team,

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?

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

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.

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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.

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Anne Ronalter

Zendesk Customer Care

Hello Luke,

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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Hello

We have a field named [Review Date].
How can we validate against it to say:

- email the assignee when the Review date has elapsed?
 (there must be a way to prevent looping of endlessly sending emails if review date is not changed)


- email the assignee 7 days before the Review Date is due?

 

 

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Arianne Batiles

Zendesk Customer Care

Hi Burim Ibrahimi,

From my understanding, you're looking to set up a trigger or automation that will alert the assignee when a custom field date is nearing or has passed.

If so, from this article, send an email 7 days before the date is due. You can use the "Date field | Is within the next | 7" as a condition. 

Now, once the date has elapsed, if you want let's say automation to not keep on firing when conditions are met, you may use a tag as an excluding condition. Here's a sample for reference:

Please note that the "within previous" condition accounts for the past 24 hours (1 day) but doesn’t fire at the 24-hour mark. Also, the hidden timestamp related to a custom date uses 00:00 to 23:59. When a trigger uses the condition Is within next | 1 day, the trigger would be expected to run at 00:01 onwards.

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