Tip: How to set a reminder on a ticket

66 Comments

  • Ludmila Buza

    Hi,

    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. 

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  • Virgus Hunt

    Hello,

    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. 

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  • Ad Astra

    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. 

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  • John Brunker

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

    0
  • Salim Cheurfi
    Zendesk Customer Care
    Hi Melody,
     
    I created a support ticket on your behalf, so we can investigate this further. 
     
    Best,
     
     
    0
  • 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?

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