Set Due date via Trigger or Automations

29 コメント

  • Michael O'Neil
    コメントアクション Permalink

    +1 here - would like to be able to use an automation or trigger to set due date

    8
  • Nicholson Valderrama
    コメントアクション Permalink

    We have a similar use case where we'd like to set a date that indicates the day a User completed their Onboarding after an agent has completed the task. 

    Has there been any updates on this or solution to this?

    7
  • Kari Madden
    コメントアクション Permalink

    We promise our customers a 72-hour turn around for some requests, so we'd love to be able to default the Due Date to 72-hours after a certain criteria was met (from a trigger) so this will display in the Due Date column in the View we set up.

    4
  • Ken McKelvey
    コメントアクション Permalink

    + 1 for adding the capability to set due date on a task in a trigger.  Would use it to set default due dates based on assigned group and priority.

    4
  • John Bowles
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    +1 for adding this capability to Tasks.  If you can automate defining ticket priority and ticket type.  There should be an option to define Due Date.

    4
  • Colin Piper
    コメントアクション Permalink

    Have you considered using the HTTP target to accomplish this? The HTTP target is a neat little way of using almost all of the Zendesk API functionality from within a business rule. I just posed a few notes in another thread here (https://support.zendesk.com/hc/en-us/community/posts/203415676-How-can-you-set-the-from-address-for-outbound-emails-) on how to overcome a different problem but perhaps you can use that as a guide and the Zendesk APi documentation to set the Due Date also?

    -1
  • Dilara Yüksel
    コメントアクション Permalink

    Hi Colin ,

    We have tried to set up a HTTP target before to filled the ticket level fields from organization field via trigger and target was being deactivated continuously due to it was hitting the limit.Therefore we got the below respond from Zendesk support.

    https://support.zendesk.com/hc/en-us/articles/234658247-DO-NOT-use-a-trigger-and-a-target-to-update-tickets 

     

    0
  • Sven De Bie
    コメントアクション Permalink

    +1 here!

    3
  • Adam Fronteras
    コメントアクション Permalink

    We should be able to change this at least by trigger /macro I can't see why Zendesk cannot allow , other helpdesk systems allow for this. It causes a lot of problems on reports  

    1
  • John Collman
    コメントアクション Permalink

    Ken and Karl, you can use the SLA feature if the thing you're trying to accomplish is essentially a special kind of first (or subsequent) response time. (not all plan levels have SLAs). I have that configured in my instance, and you can also set up special SLAs just for your VIP customers (who have a specified tag or attribute, for example) 

    My use case is slightly different. 

    We use a workflow bolt-on for Zendesk to track various new customer onboarding/implementation processes (They could have anywhere from 3 to 27 workflow steps). There are key events in that process that I want to have certain Triggers and Automations fire based on the DueDate. (so we can know when things are past due, or automatically communicate with customers, etc. ) I also want to push the DueDate a specified amount of business hours/days into the future when certain events happen, as a kind of "next action date" field. 

     

    As the poster stated, I could create a custom date field (which I did anyway) which allows me to trigger a date update into the future, but only Calendar days, and not business hours, of course, which renders it useless.  

    1
  • Terry Knox
    コメントアクション Permalink

    +1 from here. Was very surprised to find I couldn't do this. 

    3
  • Dave Kaminsky
    コメントアクション Permalink

    This is a common feature in other ticketing and support systems.  The constant lack of official replies on these types of requests is disheartening.   

    2
  • Erica Christiansen
    コメントアクション Permalink

    +1 same here too.

    2
  • Nicole - Community Manager
    コメントアクション Permalink

    @Dave - Apologies, it's been a few days since I had the opportunity to get in here. This isn't something that has been prioritized as of yet, but we're continuing to collect feedback from users. 

     

    0
  • Gabe Castillo
    コメントアクション Permalink

    +1 we would like this feature accessible via macros and automations.

    1
  • Max Cage
    コメントアクション Permalink

    +1 (BIG +1!) - would very much like to be able to set Due Date via Triggers/Automations

    1
  • Robert Kurti
    コメントアクション Permalink

    + 1 ... @Nicole is there a form that we can make an official request for this feature? I assume this is in Zendesks road map, but just not prioritized right? 

    1
  • Nicole - Community Manager
    コメントアクション Permalink

    Hey Robert - 

    Thanks for asking. Posting here in the Product Feedback Topic in the Community is the official way to get your voice and votes in front of the product teams. I have not heard anything about this being on a roadmap, and this request has very few votes. But I encourage everyone to continue sharing detailed use cases (how this fits in your workflow, how frequently you would use it, what the outcome of solving this problem would be) and voting on it. 

    0
  • Dave Kaminsky
    コメントアクション Permalink

    @Nicole - Community Manager,

    Thank you for acknowledging my post and my apologies if this reply comes across as frustration. Clearly, this feature request would be beneficial to the better adoptions of tasks and benefit agents in prioritizing their work.  This would also benefit agents who assign out tasks as they would have fewer actions to take to distribute work. 

     

    Your comment to Robert on the number of votes would leave one to believe that is the only determining factor in adopting a feature request to your roadmap. As someone who takes feature request on a daily basis, I have to weigh the benefit of a feature vs the demand of a given feature as well.  Clearly, there is a need here and this would also improve the Zendesk product for those who have not become customers yet but may evaluate Zendesk based on work assignment capabilities. There are quite a number of related features request that on the different thread. Do community managers ever merge the similar feature requests and combine the votes?  I did a 30-second effort and found five feature requests related to this one with a total of over 30 upvotes. Below are the titles of the post for the similar request.

     

     

    1
  • Nicole - Community Manager
    コメントアクション Permalink

    Hey Dave -

    Thanks for your thoughtful response. To answer your questions:

    • Number of votes isn't the only factor that we take into consideration, though we do use it to determine which requests are relevant to a large number of users and which are less popular or are important to fewer users. One of the reasons for this is that we receive hundreds of unique posts every month, so we give more weight to those things that more users ask for. 
    • We weigh many factors in determining what gets on the roadmap, and sometimes even great ideas that would indeed be useful don't make the cut. There are a number of reasons this may happen, such as higher priority things on the list at a given time, other things currently in process that may solve the problem that we can't share publicly yet, or other things that need to be built before we can tackle a given problem, as a few examples.

    • Our community platform does not have the functionality to merge or split posts or votes. I do track everything in a spreadsheet, so that when a Product Manager is working on something I can say "here are the 5 threads related to that issue and here's the total number of votes." But that's a very imperfect system at best. It is a problem that we're continuing to try to solve internally, so that it's easier for users to find the right threads and to combine things. At the moment the best bet is my posting "thanks for the feedback, please go share it in this other existing thread." Which works when there's a clear place for the request, but is challenging when there are others that are related but not about exactly the same thing. In this particular case, I apologize for not taking the time to search out the other threads and find the proper place to redirect users to.

    • To give you an idea of what ranks as a high number of votes, our highest-voted threads have votes in the 100's, and we have over 150 individual threads with 20+ votes.

    I hope that helps, and feel free to let me know if you have additional thoughts or questions. We're working hard to improve the way that our community as a whole - and particularly product feedback - operates. These conversations are really useful to that process.

    I'd encourage everyone interested in this functionality to post in and vote on one of the existing threads, and we'll see if we can get a product manager to weigh in on this topic in the near future. Thank you as always for your participation, and for providing feedback that helps us to better serve you.

    0
  • Adam Fronteras
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    We have been after this for ages, maybe you could offer kickstarter offer I mean if you reckon a feature would cost $5k to develop and then you could offer its as a paid app of  $250 for if 20+ people said they would pay for it

     

     

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

    Hey Adam - 

    Thanks for the creative idea! At the moment we're not making any changes to workflow rules for the rest of the year, due to some things that are in a longer-term planning process, but we'll continue to collect votes and use-cases. 

    0
  • Heather Rommel
    コメントアクション Permalink

    Welp, I upvoted this one. We'd love it too! We would use it hundreds of times a day, as we use Due Date to kick off several workflows such as when we next expect to respond on something. Being able to use a trigger or automation to prefill it and hopefully several different automations so that it prefills according to different conditions... this would be SO GREAT!

     

    3
  • Oleg Melnikov
    コメントアクション Permalink

    +1.

    It is a fundamental feature for any service desk as following from ITIL/ITSM operational level.

    0
  • Jesse Adorno
    コメントアクション Permalink

    +1

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

    This is awesome!

    Thanks for sharing Martijn :)

    1
  • Andrew J
    コメントアクション Permalink

    I'd like to see a native feature for this. I'm going to try http target, but it's not ideal.  Basically trying to set a followup date for task type tickets automatically.

    0
  • Chris Lowe
    コメントアクション Permalink

    I plus one this request as suggested by Sebastiaan Wijchers in my thread here

    My thread is a different scenario but if it helps to get the issues around Due Date rectified that is a good thing.

     

     

    2

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