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Set Due Date Automatically when Ticket is Submitted
Posted Mar 25, 2022
I need to automatically set the Due Date based on when a ZenDesk task is created or when the status is moved from New to Open.
I can't seem to create an automation or trigger to manipulate the due date. I need it to be 7 days from creation.
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27 comments
Kyle Davis
Sean Schulze, you should be able to do this with the Trigger.
As you can see in the image below, I have the "Meet all" set to "Status>Changed from>New" and the action is set the date to 7 days from now.
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Sean Schulze
Hi, thanks for the reply. I don't really know what "First Solved Date" is, but that is OK if it sets the task due date. My issue, that is not even an option under my available actions to trigger.
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Kyle Davis
Sean Schulze can you please provide a screen capture of the ticket field you've created for the due date?
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Sean Schulze
it is not a field, i am changing all these tickets to a Tasks, thus using the pre-built ZenDesk Due Date field.
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Sean Schulze
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Sean Schulze
To be clear, i am not creating a custom field for a ticket, im using the field Due Date that exists when a ticket is a Task.
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Dave Dyson
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Piia Riikonen
we need this also. When customer create ticket and add desired date for delivery (custom ticket field), we want copy that date as due date.
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Tyler C. Page
Due Dates play a crucial role in delivering prompt customer support. Manually updating due dates for similar tickets might be cumbersome. Additionally, you may want to perform ticketing actions on multiple tickets due on a particular day. Happy Fox's automation suite lets you automatically set due dates on tickets.
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Sean Schulze
Thanks @.... i hope this gets included soon. Seems like a simple change, just add updating due date as action on trigger, allow for delay in days/hours/min or choose an absolute time/day.
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Stephen Barbarino
Just wanted to add that we could really use this feature for our human resources employee onboarding processes. Due dates for specific requests are usually 5 days from the time of request.
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Laura Inostroza
Adding here that we could really use the option to do this based on business days. I have a custom field that is "due date" which we update manually because the "set to 7 days from now" doesn't exclude weekends, even though we have an agent schedule set on our instance.
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Ulises
Dave Dyson (gmail) Is there any update on this? The default due date needs to be more editable and at least match the existing options of a custom date field. It seems unreasonable that even though they are date fields, the options are completely different.
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Nicole Saunders
Hey Ulises -
Dave isn't the product manager for this, so he wouldn't have an update for you. We'll see if we can get a PM to review and get back to us all soon.
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Jamie Noell
We also would like a due date auto-added based on the creation date. Right now, we set a custom field like Sean did above, and then we have a second trigger with a webhook that copies the custom field due date to the standard Due Date field that displays for Ticket Type of Task.
It would be nice not to have to use API calls for this "copy to" and just set the standard due date field like you can for a custom date field.
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Arkady Kaminski
Hey Zendesk. Was told to add a comment here to up-vote this request. Please make due date field visible to triggers.
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Lloyd Norman
+1 Arkady Kaminski
Seeing as it is a ZD default field, it'd be great to have the ability to do this. Both with functionality for calendar or business days (revolving around how your schedule's built)
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Sydney Neubauer
+1
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Lara McCaleb
+1 on this. I was just searching for a way to automatically set the ticket type to task and set the due date to the following business day with a ticket macro, and then searched to see if it is possible via trigger. This seems like a no brainer to be able to customize and automate due dates based on scenarios and rules.
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Nikki Mier
Hi ZenDesk team - is there any update on populating the Due Date field being possible on a trigger or automation?
Thanks!
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Kim Young
Up on this too.
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Eden Davis
I needed similar functionality for requested articles so I wrote a guide for the steps I use to achieve this here: Automatically Set a Due Date for Tasks Using Custom Fields - I hope it helps someone out there!
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Libby Tooke-Mitchell
Also adding an up vote for this function. We would like this to be something we can set a trigger up for so that all task tickets that meet the usual trigger criteria e.g. in group X can be set to due X days after ticket creation.
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ASPOCK Admin
+1. This automation is critical as we have predefined SLA's based on Priority of tickets. E.g.: Priority ( custom field) : 'S' the the ticket is due within next 24 Hrs. We also need to send reminders to assignees (i.e. set up automations) based on Number of hours until & since due which i believe is based in the standard due date field in Zendesk.
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Jamie Noell
Agreed. We implemented the custom field option and copy using the API to the standard due date field, but I would prefer not to use up API hits for this purpose.
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Mucci Marinucci
+1, our teams would also love the ability to do this natively.
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Shawna James
Hey everyone, thank you for taking the time to provide us with this product feedback. We apologize for the delay on our end in providing you with a response to the feature request.
I work in managing our customer product feedback forums and have been in communication with the product team that owns this area. They noted the following: this is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.
If you are interested in learning more about this and other features being built please make sure to check out and follow our Community events, What’s New Community Topic, and Zendesk Updates. Again, we apologize for our delay and appreciate you being a valuable Zendesk Community member.
Thank you again for your feedback and for being a valuable customer with Zendesk.
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