We'd like to set a Due Date based on how a customer (or their organisation) is tagged. So, for example, if a ticket is created by a customer with tag X, then set due date to 2 days from now. Then, we'd like to create views to show us "Tickets due today", "Tickets due in next 7 days (but not today)", and "Overdue tickets".
- It seems that we can't automate the date-setting ("2 days from creation of ticket") if we use Zendesk due dates, but it does work if we create a separate custom date field. So we've done this and called it "target date". However we now have two similar date fields - we'd love to now hide the due date one.
- We'd like to display the custom (target) date on the emails sent to agents. At the moment it displays as YYYY-MM-DD, and there is no way to change the date format. Would be more human-friendly if we could change it.
- We can create views to show "all tickets with target date within the previous 999 days", which shows us all overdue tickets but also shows tickets with a target date of today. There is no way to say "all tickets with target date within previous 999 days but NOT those with target date of today" - would be great if we had an "Is not within" operator to set this logic.
Thanks for listening!