Due Date field in Macro created tickets

9 コメント

  • Erica Christiansen
    コメントアクション Permalink

    Yes. Please. This. 

    0
  • Nicole - Community Manager
    コメントアクション Permalink

    Hi Erica, 

    Can you provide us any details about your use-case, i.e. why you need this, how it fits in your workflow, and how frequently the need arises? 

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  • Erica Christiansen
    コメントアクション Permalink

    We have turnaround dates that are mandatory. I have macros that our helpdesk runs against tickets as they come in, so we have them tagged, labeled, and redirected to the correct people. It would be fantastic if I had the ability to set the due date to 7 days from the day the ticket was submitted. Or 10 days. The number of days is arbitrary. It would save my helpdesk staff from having to set it themselves. It would also help prevent them from adding days to a ticket, or subtracting days, which would make the ticket higher priority. 

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  • Nicole - Community Manager
    コメントアクション Permalink

    Thanks for the additional context, Erica. 

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  • Todd Pauley
    コメントアクション Permalink

    Hey Erica,

    A work around would be to add a tag via the macro, then run a trigger based on that tag....   then subsequently remove that tag in the same trigger, so that it doesn't fire more than once.  

    I'm looking to do the same thing, and this is my plan.  

     

    0
  • 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/

    1
  • Jonathan March
    コメントアクション Permalink

    @martjin -- For your Macro Date App -- How is the $1 / agent / month price computed? (e.g. full agents only, specified agents only (for whom it is enabled; this would be our preferred model), or all agents (including light agents who would never use it; this would be prohibitive.)

    Thanks!

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

    @Jonathan: This price is computed by Zendesk's Marketplace. The marketplace only charges licenses for agents who have the App activated. This means if you restrict the App to specific Roles or Groups only licenses will be enrolled to those users. This gives you better control over who need this feature in your team.

     

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  • Jonathan March
    コメントアクション Permalink

    Perfect, thanks!

    0

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