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Automatic Reminder dates when setting tickets to pending



Posted Feb 18, 2022

We would like to have the feature that it is required to set a reminder date when setting tickets to pending. 

The reason is that otherwise tickets don´t get opened automatically if someone forgets to set the date. So there is a high risk that the agent forgets the ticket and the task and the customer is unsatisfied. 


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2 comments

Very important issue!

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Natalie Fischer I think you can actually do this today. I believe this is how it would work

1. Create a custom date field for reminder date 

2. Add the field to a ticket form and make it required on pending

3. Create an automation that reopens the ticket if the reminder date is within the previous x days (I've used 10,000 for this just in case someone happens to set the date way in the past by accident)

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