Tip: How to set a reminder on a ticket

53 Comments

  • Claire Smith
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    It might not be this but there is a spelling mistake in one of the reminder_off's. It reads reminrer_off. Perhaps this is causing some issues? 

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  • Tom Brown
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    I have a solution to this that allows us to get the reminder at midnight on the date selected in the calendar, so the Agents come in to the reminders on the correct day, not the day before! Obviously lots of automation means more things can break it, but it seems to be functional enough. But I haven't done a huge amount of testing with this so be careful. 

    This will not work for time periods less than 24 hours. We had to create a separate automation for "remind me tomorrow". 

    We handle tickets in a specific way, so this is tailored to us. But the concept could be adapted once you understand it. 

     

     

    Trigger fires if - Ticket updated (not by automation), with a due date present in the date custom field. Action: ticket custom field "Reminder set" to YES.

     

    Automation fires if - field "Reminder set" to YESless than 1 day until due date. Action: adds tag c_reminder_24. Also changes ticket from Pending to On-Hold.

     


    Automation fires if - field "Reminder set" to YES, tag c_reminder_24, ticket has been on hold for less than 2 hours. Action: Change to pending.

     

     

    Automation fires if - ticket with tag c_reminder_24, "Reminder set" field YES, and time since pending is greater than 23 hours. Action: trigger email and change ticket to open. remove tag c_reminder_24 and set custom field to No. 

     

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  • Sabel Daniela
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    Hi guys,

    I think I found a solution to this problem an have a suggestion, which seems to be working. Since my account is in German, I've edited Colin's screenshots - please forgive :)

    First, I have created a costum field, as suggested. In my case, I chose a drop-down custom field called "Remind me?" with the options "yes" and "no".

    Then I have used Colins Automation screenshot and slightly changed some things. You can create an automation similar to one the one in my edited screenshot:

    In Perform these actions take out the whole column Ticket: Remind me before + Set to a specific date.

    Besides setting the email, set the action Ticket: Remind me? to "No"

    You don't have to set any trigger, since the action will get nullifyed by changing it's status to "No" as soon as the email is sent out.

    When I set the date- the email arrives in my inbox the day before 8pm (+1 GET, German time). Incase I'm not working during that time, I'll see the email in my inbox the next morning - so the set date! 

    I hope this helps.

     

    Cheers,

    Daniela

     

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  • Craig Willis
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    It would be great to be able to set a reminder based on time as well as date to have greater control on reminders.

    1
  • Graeme Carmichael
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    Uri

    I would suggest that there is another process that is updating the tags on this ticket. Check the ticket events for another automation or trigger that is fires after this one.

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  • Clay Telfer
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    We would also like to have tickets re-open on a particular day. Having to set this up so that they re-open the day before is fairly inconvenient - especially because the UTC used for the automation triggers means they actually open at 5 or 6 PM a full two days before the date we've set, right as we're closing the office.

    The ability to set a date and time for them to re-open would be incredibly valuable for us.

    1
  • Craig Willis
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    Our solution to this issue was to resort to the excellent Zendesk Appstore and purchased:-

    Calendar: Attach calendar events to tickets. http://zdsk.co/1Ph9xeZ

    Yes, its $2.50 per agent, but it's easy to manage and synchronizes with the agents Google Calendar.

    PS. No association with the product other than being a happy customer!

    Craig

    1
  • fredrik.backman
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    It would be nice if you could set "Ticket: Due date" til today so you would be able to create a today view, listing all tickets for today.

    1
  • Lee KB
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    I didn't see one posted yet, so I created this feedback in the Product Feedback area:

    https://support.zendesk.com/hc/en-us/community/posts/360004370788-Allow-automations-to-occur-on-a-date-set-in-a-form-field

    If this interests you, please go vote! Thank you!

    Lee

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  • Ray Roocroft
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    Fantastic, thank you very much for this seemingly simple yet effective tool!

    0
  • Colin Piper
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    Just a quick note to say that a change seems to have broken this. When I blank out the custom date the filed is populated with "undefined NaN, NaN" and the ticket cannot no longer be submitted. I have created a ticket with ZD so hope this will be resolved soon. I will post back.

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  • Jessie Schutz
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    Hi Craig,

    There's actually an active post in our Product Feedback forum about this - I would encourage you to add your vote and use case to it: https://support.zendesk.com/entries/21887-Tasks-and-due-dates-times

    Thanks for the feedback!

     

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  • Colin Piper
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    We should be careful not to mix two things up. A ticket of type "task" always could have a due date and it has long been asked for this to also include a time. Any other type of ticket historically could not have a date associated with it but now can with the recent introduction of the custom date field. 

    Giving a task a date and time capability would be great but that capability may not automatically apply to custom fields.

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  • Heimen van Duinkerken
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    I cannot send the 'specific date' to empty in the automation. Is that changed?

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  • Jessie Schutz
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    Hi Heimen!

    Can you please be more specific about exactly which condition or action you're working with? This will help me better pinpoint what's going on.

    Thanks!

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  • Heimen van Duinkerken
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    The date field is set to empty in the actions (in the automation). But when I do this in my Zendesk I get an error that the field cannot be empty.

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  • Jessie Schutz
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    Hi Heimen,

    Are you working with the custom date ticket field? The way this is set up, based on my testing, is that this particular field has to have a value assigned to it if you're going to use it in the actions of an automation.

    Hope that clears things up some. Let me know if you have any other questions!

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  • MiiiA Pty Ltd
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    Nice post Colin.

    Have you had any word on if we will be able to wipe the custom date field via automation without running into the "undefined NaN, NaN" problem?

    Cheers,

    Dan

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  • Aubrie
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    Hi Conlin,

    I did a variation of your custom field with triggers and automations that would open the ticket on that day. 

    I've attached two screenshots of the business rules. It doesn't seem to be working as intended. It does not open one day before the date in the custom field. Can you take a look and tell me what I am missing?

     

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  • Colin Piper
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    I will revalidate this post as soon as I get a moment.

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  • Jessie Schutz
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    Hi Daniela!

    Thanks for sharing your tip!

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  • Frank Mile
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    Can I set this reminder for 4 hours? For example the ticket is received at 10:00, 14:00 I need to call the customer.

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  • Colin Piper
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    No, sorry. Only for a date.

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  • Sane Nobles
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    I have set up my automation exactly as it is in the original article, however I am receiving an error when trying to save the automation

     

     

    Sabel, 

    If your custom field is a drop-down, how and where are you entering the date that you'd like to be reminded on?

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  • Claire Smith
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    I think I have sorted this using triggers. I'm going to test this over the next few days so I'll let you know how I get on! 

    Create tag:

    Update assignee and remove tag:

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  • Jennifer Rowe
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    Awesome, Claire! Thanks for sharing your triggers. Let us know how it works out.

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  • Uri Argaman
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    Hi,

     

    I am very interested in such a reminder. I tryed modding this method by using two tags, wax_on and wax_off, but I keep getting emailed by the outomation everyhour - can't figure out why... Maybe anyone can see my mistake?

     

    I don't really need to remove reminder_on but if I don't add this I cant save the automation.

    Would love to hear your thoughts...

     

    Thanks!

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  • Uri Argaman
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    Thanks but the only thing updating this tickets is the automation and the trigger. By my logic this should not interrupt and as you can see the reminder_off is present when the automation runs but yet it does....

     

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  • Graeme Carmichael
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    Well spotted Claire.

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  • Uri Argaman
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    I actually thought about it and used copy past to be sure. Well apparently I have missed one spot. Thank you Claire! I will update if this is now functional.

     

    Thanks, Uri

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