Tasks and due dates / times

65 Comments

  • Kathryn Castle
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    Would also love this feature. To answer your questions:

    1.

    Do you work in a Zendesk with agents all in one time zone, or spread across multiple?

    Both our agents and customers are spread across multiple time zones. 

    1.

    If we provided a date time field, would you prefer to have the ability to set a timezone, or would you prefer that the time was assumed to be set in the current user's time zone?

    Ability to set timezone would be great.

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  • David Stubbs
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    I have encountered this same issue. To answer your questions:

    1. We all work in the same timezone. GMT / BST.

    2. Setting the timezone on the task due date would not be a requirement for us personally. However setting the timezone for our entire account would be as we are encountering another issue with at the moment with the default time of 11am not working because of British Summer Time. i.e. a due date of 1 hour send triggers the automation at 11am instead of 10am like we would expect.

     

     

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  • Matthew Sampson
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    One more thing to consider: I've been using the date field as a Next Contact date, and set up a custom view to show me any tickets that are due within the next 0 days, the previous 90, or are open.

    The only problem here is that because I'm in New Zealand, the Next 0 Days filter doesn't show me tomorrows tickets until noon. I suspect this is because the date comparison is UTC based, and not looking at the accounts time zone setting.

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  • Graham Caparulo
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    Another vote for the ability to set a task due time.

     

    1. Multiple time zones

    2. Current user's timezone

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  • Bryan Maas
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  • Cam
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    1. All in one time zone
    2. Current user's time zone

    We really need some options here. Right now our due date's are getting auto assigned to a time that we can't control. We have a trigger + URL target that sets them to 12:00:00, but if a user manually changes the due date it seems to get set at 20:00:00(presumably because we are GMT+8?).

    In my case, I'm trying to make a view that shows tickets due today. I'd settle for the option to make a view with "Due Date is equal to current date" and throw all the hours mess out the window.

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  • Todd Burgess
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    This would be a great additional feature. 

    Our call center books service appointments for new and existing customers. Accordingly, when we are booking these appointments service date and time are required. Service dates alone are not good enough. Ideally this feature can be connected to a calendar and also be referenced as a placeholder field in email workflows.

    We do have a somewhat working solution with regex custom fields however front line users dislike.

    Do you work in a Zendesk with agents all in one time zone, or spread across multiple? Multiple Time zones

    If we provided a date time field, would you prefer to have the ability to set a timezone, or would you prefer that the time was assumed to be set in the current user's time zone? Ability to set time zone is required.

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  • Patrick Bennett
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    Another vote for the ability to set a task due time.

     

    1. Multiple time zones

    2. Current user's timezone

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  • Matt Hardin
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    Another vote for the ability to set a task due time.

     

    1. Multiple time zones

    2. Current user's timezone

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  • Jessica Spurling
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    We really need this. I followed the instructions here: https://support.zendesk.com/hc/en-us/community/posts/203459786-Tip-How-to-set-a-reminder-on-a-ticket 

    And now we can set reminders for specific dates, but the reminders come around 5pm Pacific. This isn't really useful. We would prefer they came at midnight in the timezone of the person who set the reminder. 

    Or even better, let us specify the time, and have it use the timezone of the person who set the reminder, or the timezone of the owner of the ticket would be fine. 

    For the greatest flexibility you could let people explicitly set the timezone but I'd prefer to be able to do this in a way that automatically uses the timezone of the ticket owner or the person who set the reminder to minimize the number of steps involved in setting a reminder. This should be quick & easy.

     

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  • Paul Suh
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    +1 for specifying times for tasks. We are in the Americas/Nassau time zone. I would also note that the Automation trigger "Hours until Due Date" is misleading, since it implies that we can set a due date with at least an hourly granularity. 

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  • Larisa Moore
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    7 years people have been asking for this!  Like others above have said, our support agents schedule phone calls for remote sessions with customers, and because the reminder comes at the beginning of the day (? I'm not actually sure when the automation sends the email) it's not really useful. Also our agents are not supposed to check their email except at the beginning/end of shift. So, we sometimes find that they do not call the customer until an hour or two after the agreed-upon time--or sometimes not till the next day.

    Ideally there would be a pop-up reminder *in Zendesk* with the ability to hit snooze sort of like an Outlook calendar reminder. And ideally it would notify the manager or team lead if the agent has not responded to the reminder within 15 minutes of the time (in case an agent schedules a call 3 days out, then is out sick on the appointed day).

    To answer the questions posed last year:

    1. Do you work in a Zendesk with agents all in one time zone, or spread across multiple?

    Agents are in two different time zones and corporate team is in a third; we go by the corporate time.

    2. If we provided a date time field, would you prefer to have the ability to set a timezone, or would you prefer that the time was assumed to be set in the current user's time zone?

    Set a time zone.

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  • Chris Tomkins
    Comment actions Permalink

    Check out Streethawk's Due Time app which allows you to set a due time and timezone on a task. There is a good video at this link introducing the features. Let us know your feedback.

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  • Nicola Carraro
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    Why a simple app can introduce a functionality that is so badly needed and asked for and Zendesk can't??? We run internal IT support and not being able to set reminders based on time makes our scheduling an unneccessary mess of workarounds.

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  • Vincent Brendel - SweetHawk
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    I'm the developer of the Due Time app. For a 3rd party vendor it's relatively easy to come in and solve a problem like this. Zendesk's challenge is to make a one-size-fits-most solution to a feature request, where your specific use case may not be what most users need. Our approach is to solve the problem really well for a small number of users. That's why the app marketplace is fantastic, you can have add-on functionality very specific to you. In fact, while developing the Due Time app we came up with multiple other app ideas that really solve the same high level reminder problem but address different use cases. We'd really encourage you to try the app marketplace to find solutions to core features you might be missing.

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  • Christopher J. Crocker
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    Please we really need the ability to also set time due on a task as we have a need to schedule work tasks with our Datacenter engineers at the time specified by our customers.

    Is there any 3rd party app to add this feature?

     

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  • Michael Reinhart
    Comment actions Permalink
    1. Multiple.

    2. Use a Drop Down that has the current user's time zone as the default, but allows the selection of another time zone. 

    The Due Time app does a good job, but we'd like to be able to integrate Tasks with our Calendars, rendering appointments based on the Due time. For us, it would even be nice to include a duration or Start Time and End Time.

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  • Peter Godden
    Comment actions Permalink

    We've found that there's a few use cases for setting due times on tickets so we've actually built 4 apps around this area. We've also created a comparison video here to help users figure out which app best suits their use case.

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  • Michael Reinhart
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    Peter, 

    Your Calendar app looks ideal for us, but does it sync to an Exchange Calendar?

    m

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  • Susanne Ma
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    +1

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  • Elise Nunn
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    This feature would be extremely useful. I'm struggling to find a way to manage agent workflow of specific tasks within Zendesk & the ability to have an automation work in tandem with due date would be the ideal solution.

     

    Is there any update on the above?

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  • Nicole - Community Manager
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    Hi Elise - 

    No update as of yet, but I've got it on a list of things for Product to look at and get back to us about. 

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  • Oscar Navarro
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    This would be a tremendous help to keep an eye on certain work flows that are currently challenging to keep up. 

    +1

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  • Vincent Brendel - SweetHawk
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    Hi Oscar, we have many customers with (from the sounds of it) similar use case to yours who improved their process using the Deadline app. Feel free to contact us at support@sweethawk.co if you think we may be able to help.

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  • Georgia Flaum
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    We are having an issue where our tasks due today are not showing up in our views until Noon. Would love to have this resolved.

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  • Armen Tamzarian
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    How has this been a topic since 2009 without an in-house resolution? We are using the calendar app integration and when a time is changed in outlook, it reflects in the zendesk data.So the time is being saved in the zendesk database somewhere. Why cant it be edited directly?

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  • Kavyashree S
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    We need to implement Change Management withing the Zendesk tool . Without having time field , the validation of time would not be possible .

    For change management time field would be a basic feature . Without this feature we fail to be compliant with Infosec policies .

    @Zendesk , please if this in your Roadmap to build or we should start looking at alternative tool for Change Management .

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  • Nicole - Community Manager
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    Thanks for the feedback, Kavyashree. 

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  • Thomas Bumgardner
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    +1

    Way more important than updating a ticket out of Slack, just sayin'. :D

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  • Tobias Hermanns
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    +1

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