Set Due Date Automatically when Ticket is Submitted

12 Commentaires

  • 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
    Zendesk Community Manager
    Hi Sean, unfortunately there isn't really a supported way of doing this that i'm aware of, short of writing a script that modifies tickets via the API. There is a (paid) app in our Apps Marketplace that allows the due date to be set via a macro, but I know that doesn't solve your use case. Therefore, I'm moving your post to our Feedback - Ticketing System (Support) topic, where it can get more visibility from our Product team.
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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 Dave Dyson. 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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