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Feature Request: add an option to make due date mandatory in Ticket Type "Task"



Posted Mar 07, 2023

We were looking for the possibility to make the field "due date" mandatory. As soon as you select the ticket type task, the field due date appears, however there is no option to request the agent to fill it in. I tried to accomplish this with conditional fields and/or triggers including tags, but did not succeed so far.

Feedback from Zendesk was to use a custom date ticket field and call it "Due date". Make sure to enable "required to solve a ticket" if you would like to make it mandatory.

We would like to build SLAs and Automation based on the due date while still processing the ticket, not when it is Solved. The workaround suggested by Zendesk does not work for us.


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7 comments

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Sydney Neubauer

Zendesk Luminary

+1 we are also needing to make this mandatory. This field is a conditional field so it should be shown on forms so we can choose which form makes it mandatory conditionally

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+1 making the Due Date mandatory would reduce reduce the number of triggers required to force agents to add the Due Date - quite a convoluted process.

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This is really needed. At the moment we are using a trigger to either notify the assignee or add an internal note to the ticket, but neither means that agents will actually populate the field.

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Dane Corley

Zendesk Product Manager

Thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

 

I will be honest that I’m unsure how feasible this request will be to fulfill.  Over the next month I’m going to speak with our teams and determine if this is something we can put onto our roadmap.  At that time I will update this ticket with more details.  It’s possible that is not something we can prioritize at this time, however given all of the discussion here I think a deeper dive is warranted.

 

Once again thank you for your patience.

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We solved the problem with a side conversation to the assignee itself. This creates a block in the ticket that looks like a internal note. 

Of course you create some kind of “junk” as side conversation, but it works for us.

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Phil Thelen 

Could you please share this workaround?

Would love to implement it.

 

Thanks!

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+1 This is really needed!

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