9

Scheduling recurring tickets in Zendesk

You can have Zendesk automatically generate a recurring ticket at various intervals by pairing it with an external application that sends out email reminders. In this example, we'll use http://www.rememberthemilk.com as the external application. "Remember the Milk" is a free online task management service. Once you create a task, you can enable this event to send you a reminder of its occurrence via email. You could then specify the reminder to the email address of your Zendesk because any email sent to your Zendesk domain will automatically create a ticket.

  1. Create a account at http://www.rememberthemilk.com

  2. Within "Remember the Milk", edit your reminder settings by visiting the "Settings" link and then clicking on the "Reminders" tab.

2a. Check off the box that will send you a reminder "At the time the task is due"

2b. Add your Zendesk email address as one of the reminder destinations under the "I want to be reminded by..." section.
RememberTheMilk_reminder.png

  1. Create a task by adding a date and time. You can set this task to reoccur on any interval you wish.

RTM_task_creation.png

Please note that "Remember the Milk" will need to verify your Zendesk email and will send a verification email to your Zendesk. This may end up in your Suspended tickets, so be sure to check this area when completing the verification.

54 comments

  • 0

    Another way of doing this would be to use one of the many calendar-to-email schedulers. A popular one is http://www.iwantsandy.com.

  • 0

    Hi,

    Tried doing as per your instructions. The problem I have is that when I try to forward the email from the GMail account using either filters or all email forwarding, the email that is sent is still from the calendar_notification@google.com address (in the To: field). This is then rejected from Zendesk as it is not from a valid users account.

    Any ideas?

  • 0

    hmm i have the same issue as Scott

  • 0

    Scott, apologies for not having seen your comment before now. Dave and Scott: The GMail setup was flawed, I must have done something wrong back when I tested this. You are correct in that GMail forwarding does not work, as you want to change the "From" or "Reply-To" address at least. I've updated the solution to a more generic setup and will post here as I test different options.

  • 0

    I'm very interested in getting this to work as we have several weekly and monthly repeating tasks per client, would be nice to have the tickets auto-generated

  • 0

    Any update on this? I've been looking for a solution that would do this...

  • 0

    Using Google Calendar I was able to:

    1. set up a user called 'Recurring Events' with an email address as 'calendar-notification@google.com'
    2. edit the user to change their password, which appears to have the effect of verifying them (no use waiting for google calendar to login)
    3. I then set up a recurring event to conduct a routine equipment service in a google calendar I called 'zendesk'
    4. I used a filter to recognise the sender/calendar, requesting that the reminder be forwarded to support@domain.zendesk.com (& then binned)
    5. For simple testing purposes I then set up a trigger to look for new requests with the expected calendar & task name in the comments - the trigger was to assign the request to the service agent who looks after routine equipment servicing

    All worked well the google end.

    On the zendesk side it arrived ok but ended up in my 'suspended' tickets - reason being, zendesk rejected the automailer that google uses to forward the reminder.

    It wasn't all bad; you are able to recover the request.  Once I did this zendesk appeared to take over again & assigned it as per the requested trigger actions.

    So it all works, in terms of getting the recurring event into zendesk.  I guess it would work better if the automailer rejection could be overcome.

  • 3

    consider this a feature request. Hoping you can make Zendesk do recurring tasks without an external app.

  • 1

    x2 for this as a feature request.

  • 1

    I've just started looking into recurring requests, also for equipment maintenance.  Consider this x3 as a feature request.

  • 1

    We would love this feature built into the application. Get for scheduled items such as weekly checks and monthly checks.

  • 0

    We would love to be able to push tickets out and have them populate our shared Google calendar, excellent feature! +1 :)

  • 0

    x3 as a feature request

  • 0

    +1 as feature request

  • 1

    I'd love to see this as an included feature as well.  With some IT departments, the audit trail associated with automated tasks is critical - for example, if someone on my team is required to inspect security logs once a week, the ability to generate an issue weekly within ZenDesk, and then have each issue annotated and signed off, would be excellent.

  • 0

    Missing scheduled tasks in Zendesk is one feature that is seriously hamstringing my evaulation of Zendesk.

    As the decisionmaker and planner for my department I need to be able to set up scheduled tasks within the system to ensure that the "basics" are taken care of.

  • 0

    Hello Zendesk: Overall I love your product, I think it's simple to use, and even simpler for our users to interact!! But I have to ask, when are we likely to see the ability to have scheduled tasks added within Zendesk itself? Having all features within one application is much better practice, than running helpdesk in one system, and scheduled tasks in another. Too many chances of breaking the process for my liking.....

  • 0

    +1

  • 0

    +1

  • 0

    We have used Zendesk now for a couple of weeks, and I must say that it's a really easy to use service desk, but its one thing we are missing...

    The scheduling.

    Hopefully it will soon be implemented?

  • 0

    +1

  • 0

    +1 on scheduled tasks

  • 0

    +1 from me too, we often get work requests for a future date, so a ticket that perhaps automatically changed status from Pending to Open on the Day of the event would be a great feature, i.e. basically put the ticket to sleep until the allotted time is reached, whether the ticket is marked to solved or pending could be up to the user but the 'reminder' feature could be set for a date and time (and quite possibly even for a recurring time) at which point the ticket would re-open and email alerts would be sent to watchers.

  • 0

    This would be a much welcomed feature.

  • 0

    +1

  • 0

    +1 as well.  

  • 0

    At my company we use outlook calendar to schedule some tickets. 

    Zendesk is not a maintenance software but I think you can make it work as it was with more than decent results.

    Using the mail API  http://www.zendesk.com/support/api/mail-api it can get much more interesting, although it can be hard  to create scheduled tickets for a "normal" user. 

    I think that a calendar engine integrated zendesk would be more than welcomed. :)

  • 0

    +1 (of many - and no response from ZenDesk...)

  • 0

    A calendar in Zendesk that showed tasks and allowed scheduling of tickets ahead of time would be great.

  • 0

    +1 as well.

Please sign in to leave a comment.