create follow-up to a ticketAnswered
We often send a start-up guide to our potential clients.
I would like to add a feature that allows me to send the reply, "hide" the ticket, and be reminded after 5 days to follow up.
My attempt so far:
Add a custom date field to the ticket with a follow up date to be set by agents. - Add a trigger to change status to "Open" when date in "custom date field" is after 0.
But no success.
Any help is very much appreciated.
There are a few different ways that you could achieve this. But first, would you mind clarifying how you setup this particular custom field? Is it a true date field?
If so, you should be prompted to specify a specific date when showing the "is" operator instead of an integer. See screenshot below:
You'll likely want to use the "is within the next" or "is within the previous" operators instead. More info here. Does that help? If not, happy to provide a few other recommendations.
@... Than you for replying.
The custom date field is true date like this:
When I look at you screenshot, I recognize this. But I miss an option to set a condition to be at or after the date chosen in the custom date field to the ticket. Am I missing something?
I think you should be able to see these options, as long as you're on a plan that allows you to build custom triggers (which it sounds like you're on).
Would you mind confirming what Zendesk Support plan you're on?
We are just on Team for now.
I do see the same as you show me in the top. But I only see how I can choose to trigger a ticket with reference to a certain trigger date. But I need it to trigger at the set date in the custom date field
These were to the two conditions that I thought could work well for you:
Mind confirming if these were the specific conditions that you're having trouble locating on your end?
If you're looking for these tickets to open on the exact date, you could also consider using Zendesk's Due Date field. This ticket field is directly tied to the Task ticket type.
When using Zendesk's built-in Due Date field, you'll be able to create an Automation based on the "Hours until Due Date" or "Hours since Due Date" conditions:
Thank you. I will have a look. But at first attempt I did not find the built in due date. Is it part of all plans in all languages?
To my knowledge, the Due Date ticket field wouldn't be limited to a specific plan, but I'm not sure about languages. I actually don't work at Zendesk - just a power user of the software - so that might be a better question for their Support team.
What I do know is that the Due Date is exclusively available for tickets with a Type = Task. Are you still having trouble locating this field when the Type is set to Task for a ticket?
Thank you Chandra.
You are awesome, And I am a noob.
I fount the due date when I changed ticket to task.
And I found the options I needed for the custom follow up date field I made available to all ticket types. I now know to use automation rather than trigger for my present need.
@... Awesome - so happy to hear that worked for you! :)
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