Reminders for Agents

Hi All,

I was wondering if there is such a tool to set reminders for tickets within ZD to check and follow up on on-hold tickets.

What I am thinking is to have an extra Icon on the top right corner as highlighted in the screenshot, where an extra tool can be accessed where it will pup up a calendar with a date and time to set a commitment or reminder for a specific date and time, Agents can choose to get notified about the due date 30 minutes prior or an hour, for example, once a reminder notification and due date is reached this tool icon will show number 1 (like when you have a notification from WhatsApp),

Imagine the next scenario:

• I have a ticket where it should be escalated internally through Jira for example.
• I normally send 5 to 10 escalations a day through Jira with different priorities and SLAs.
• After creating high priority ticket, I set a reminder to follow up after 24 hours.
• 30 minutes prior to the due date the App Icon will show a notification referring to a reminder that is due in 30 minutes, to have a pop-up on ZD as well would be great.
• Once I open the Icon and the reminder for the Icon, I can either dismiss or reschedule the reminder based on the Jira ticket status.

I understand that this can be done through triggers by changing the status from On-Hold to Open, however having a such tool is much more efficient rather than keep changing the status and is more flexible as well, as I need no actions to be taken on the ticket I just need a reminder to follow up, with the flexibility of choosing the exact due date for each ticket based on my judgment rather than having a trigger to be applied to a group of tickets.