Due dates / custom date fields

9 コメント

  • Patrick Adriaansen
    コメントアクション Permalink

    Hi Trevor,

    We have exactly the same question as your bullet 1. We would like to use a due date in our SLA, Automations and triggers. This can't be done with the default Zendesk Due Date field, so we need to create a custom date field.

    But then we have two due date fields (the default one and our custom one). We'd love to now hide the due date that is default from Zendesk.

    Second option is to make it possible to just include the default due date from zendesk in the SLA, automations and triggers and allow it on any ticket type (not just tasks). That would be the best solution as there would be no need to create an extra custom field.

    Can anyone from Zendesk shed some light on these requests?

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  • Renoli Huauya
    コメントアクション Permalink

    Hi Trevor, 

    I'm having trouble with #3 as well. I've managed to find a way to only show "Due Today" tickets, but I'm still struggling with the "Overdue" view, as it still shows these tickets that are "Due Today". 

    For #1, I would suggest either:

    1. (Enterprise Plan only) Using the "Conditional Fields" app from Zendesk. This allows you to hide a field until certain conditions are met (among other things). The interface looks something like this: 

    For example, if you wanted to hide the "Due Date" field under another field, you could select "Type". 

    In selecting "Type", the following will appear:

    Here, you can select a "Value", say "Incident". 

    From there, "Fields to Show" would appear. Under fields to show, it would show the list of fields available to you. 

    If you selected "Number of Tasks", then this field would remain hidden until an agent selects a "Ticket Type" that is an "Incident".  

    Of course, you wouldn't want to hide the "Due Date" in a field that may be used frequently - the way I hid fields I didn't want agents to see was to make an "impossible" condition. 

    For example, instead of using the "Type" field, I used a custom text field that I was already using. 

    In the "Values" column, I typed a value that I knew my agents would never use. Finally, I would have the "Due Date" show if that Value was met (which it never will be). 

    Sorry if it's a little convoluted! 

    2. The second option I find is a little easier, but it also requires a different private app from GitHub called "Ticket Field Manager" app. Details about how to download the app and use it can be found here.

    I used it once and it worked great; however, if you're looking to minimize the amount of apps you have on your account, then the top choice is your best bet, since the "Conditional Fields" app is very handy for a variety of purposes. 

     

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  • Trevor Sather
    コメントアクション Permalink

    Awww, thanks Renoli, that's very helpful.  Alas we're only on a lowly Team plan which I think means we can't use either app, but it's good to know the option is there if we upgrade again in future.

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  • Peter
    コメントアクション Permalink

    An automated due date would also be incredibly useful!

     

    We have a custom date field that we would like to populate with a default value of 2 months from today, but currently we do not have any ways of doing that. 

    Peter

     

     

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  • John Collman
    コメントアクション Permalink

    I agree with number 1 very much. 

    Trevor, for number 3, there are a couple ways to do this:

    1- Custom date Field X is (before) today

    2- Custom date Field X is (before) today AND Custom date Field X is (within the previous ) 999 days

     

    For my use case specifically around number 1 I am particularly interested in automatically setting the Due Date ahead a specified number of business days or hours. 

    Alternately, if you could make it so that a custom date field is able to utilize the Business Hours logic in triggers and automation in the same way that Due Date does currently. 

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  • Trevor Sather
    コメントアクション Permalink

    I'm so sorry John, I missed your comment a year ago!  And just happened to look at this thread again.

    I don't seem to be able to set a rule "If custom date field X is (before) today".  If I select "custom date field" and "before", then it gives me a datepicker and expects a fixed date to be selected.

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  • John Collman
    コメントアクション Permalink

    Trevor, you are absolutely right, my apologies. Indeed that functionality doesn't exist for custom date fields. Again, ironically it DOES exist for DueDate. If only DueDate could be updated via Trigger!!

    Fundamentally it sounds like you are kind of trying to replicate the baked-in SLA functionality available in higher-level plans of Zendesk. I've been in that situation, where you want just that one more thing that doesn't justify the cost difference. 

     

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  • Trevor Sather
    コメントアクション Permalink

    Ha, hit that issue recently with HubSpot...  I only wanted the ability to 'sort contacts alphabetically by organisation name', and the feature to let me do that easily would have taken monthly cost from $50 to $400!

    Thanks for the suggestion anyway John - will keep the SLA option in mind.

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  • Martijn Snels · pluscloud.nl
    コメントアクション Permalink

    Our brand new Zendesk App Macro Date has just been launched in the Zendesk App Marketplace. The Zendesk App allows you to set any date field including the due date field using tags inside your macro using a relative date.

    More information about the Macro Date app can be found here: https://www.zendesk.com/apps/support/macro-date/

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