Tip: How to set a reminder on a ticket


  • Ludmila Buza


    The solution found by us is an automation with condition: Hours until due Date (calendar is) 4.

    If you look in the Events of a ticket, you will see that the date has a time too. Ours is 10UTC (and local is 12PM). I want the reminders at 8AM, hence the 4 hours before.

    (first automation was 8 hour since, because I thought the day started at 12AM midnight and needed the +8 hours)

    Tested and working. 

  • Virgus Hunt


    I wish I read the more recent comment on this thread first before I read https://support.zendesk.com/hc/en-us/articles/231659207?page=1#comment_4404674864282.

    But yes you have to make sure to use a tag that matches both the condition and action as shown in the screenshot above. I'm glad did not have to add the custom field as that sounds like a nightmare and in my case could impact both customers and my agents. 

  • Melody

    How exactly do I blank out the date of the custom ticket field once the reminder date is reached if we can not add an action on the automation to "set to a specific date" to a blank field? So many people have said they get an error, but not seeing a solution. 

  • John Brunker

    Ludmila Buza Were you able to do this on ticket types other than "Task"?

  • Salim Cheurfi
    Zendesk Customer Care
    Hi Melody,
    I created a support ticket on your behalf, so we can investigate this further. 
  • Antoine Baudoin

    Hello, thanks for this feature that should be in Zendesk as a standard option in my opinion.

    I have an issue: even if I set up the date, some tickets get reopened 1 or 2 days before. Last example: we set up the reminder for 10/11/2022 and it got reopened today (08/11/2022), without reason (I checked the events but could not find anything outside this trigger):

    Did someone have the same issue? If so, how did you solve it please?

  • Arianne Batiles
    Zendesk Customer Care

    Hi Antoine Baudoin

    I would like to check this for you. Hence, I created a ticket (11112375) for us and sent it to your email so we can continue working together. 

  • Dustin Cotcamp

    Hi ZenDesk, 


    Have there been any updates on this as far as settings hours instead of just days? We need ticket reminders (same day) just hours later. Can this be done now, or do we need some kind of integration with another app if we want this capability? 


    Thank you in advance! 

  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Dustin,
    Currently, this workaround still works as the same to send a reminder being open after x days. I have found a 3rd party app that might be able to do it. You can check this 3rd party app here.
    I hope this helps. Thank you!

Please sign in to leave a comment.

Powered by Zendesk