Tip: How to set a reminder on a ticket

75 Comentários

  • Ludmila Buza

    Hi,

    The solution found by us is an automation with condition: Hours until due Date (calendar is) 4.

    If you look in the Events of a ticket, you will see that the date has a time too. Ours is 10UTC (and local is 12PM). I want the reminders at 8AM, hence the 4 hours before.

    (first automation was 8 hour since, because I thought the day started at 12AM midnight and needed the +8 hours)

    Tested and working. 

    0
  • Virgus Hunt

    Hello,

    I wish I read the more recent comment on this thread first before I read https://support.zendesk.com/hc/en-us/articles/231659207?page=1#comment_4404674864282.

    But yes you have to make sure to use a tag that matches both the condition and action as shown in the screenshot above. I'm glad did not have to add the custom field as that sounds like a nightmare and in my case could impact both customers and my agents. 

    0
  • Ad Astra Support

    How exactly do I blank out the date of the custom ticket field once the reminder date is reached if we can not add an action on the automation to "set to a specific date" to a blank field? So many people have said they get an error, but not seeing a solution. 

    1
  • John Brunker

    Ludmila Buza Were you able to do this on ticket types other than "Task"?

    0
  • Salim Cheurfi
    Zendesk Customer Care
    Hi Melody,
     
    I created a support ticket on your behalf, so we can investigate this further. 
     
    Best,
     
     
    0
  • Antoine Baudoin

    Hello, thanks for this feature that should be in Zendesk as a standard option in my opinion.

    I have an issue: even if I set up the date, some tickets get reopened 1 or 2 days before. Last example: we set up the reminder for 10/11/2022 and it got reopened today (08/11/2022), without reason (I checked the events but could not find anything outside this trigger):

    Did someone have the same issue? If so, how did you solve it please?

    0
  • Arianne Batiles
    Zendesk Customer Care

    Hi Antoine Baudoin

    I would like to check this for you. Hence, I created a ticket (11112375) for us and sent it to your email so we can continue working together. 

    0
  • Dustin Cotcamp

    Hi ZenDesk, 

     

    Have there been any updates on this as far as settings hours instead of just days? We need ticket reminders (same day) just hours later. Can this be done now, or do we need some kind of integration with another app if we want this capability? 

     

    Thank you in advance! 

    1
  • Gabriel Manlapig
    Zendesk Customer Care
    Hi Dustin,
     
    Currently, this workaround still works as the same to send a reminder being open after x days. I have found a 3rd party app that might be able to do it. You can check this 3rd party app here.
     
    I hope this helps. Thank you!
     
    0
  • Mike Kelsch

    Related question:  Is there a way to simply create a reminder based on (static) X days since last updated date, to notify assignee? I didn't see a way to create this and don't want it to be a manual action to select remind or not. Thanks!

    0
  • Arianne Batiles
    Zendesk Customer Care

    Hi Mike Kelsch,

    At the moment, there's no native way of setting a reminder based on a static number of days. Aside from the option above, you may play with the time-based conditions (based on x number of hours) we have in automation (Ex. Hours since update). 

     

    0
  • Hailey Wisener

    It seems like there are at least 5 people here reporting the same issue where the automation throws an error titled "Invalid date 'specific_date' for 'Remind me Before / Is' but it doesn't seem to have been addressed yet - how can we get an answer about how to fix this? I think if it's removed the automation won't work but I'd really like to employ this tip! Thank you!

    0
  • Brandon Tidd
    User Group Leader Community Moderator
    Zendesk Luminary
    The Humblident Award - 2021

    Hey Hailey Wisener -

    Thanks for bubbling this up.  You could achieve this through a webhook that updates the ticket field.  The JSON would look something like this:

    API: 

    Update Ticket

    • PUT /api/v2/tickets/{{ticket.id}}.json
    {
    "ticket": {
    "custom_fields": [
    {
    "id": 360048278251,
    "value": ""
    }
    ]
    }
    }

    PS - If you need a primer on Webhooks, this article is a great resource.

    Hope this helps!

    Brandon

    0
  • Patrick Lanwehr

    I don't understand why Zendesk always forces its customers to use workarounds like a webhook to delete an already set date!

    I want to delete the field and not add ANOTHER webhook as a workaround.

    Brandon, as a group leader, do you think this is a good way to keep paying customers happy?

    0
  • Brandon Tidd
    User Group Leader Community Moderator
    Zendesk Luminary
    The Humblident Award - 2021

    Hey Patrick Lanwehr,

    I hear you.  As part of a consulting firm that specializes in augmenting Zendesk native functionality, we are no strangers to seemingly 'simple' workflows that, for one reason or another, have been left on the cutting room floor of the Zendesk editing bay.  

    Although I don't work for Zendesk, I can speculate that since leaving the field populated with the expired date has no impact on the intended workflow, and might even serve as a historical marker (ie - when was this reminder sent), it was most likely not considered as part of the original use case and as such wasn't included in the version you see today.

    That said, I know that Zendesk is constantly evaluating and evolving the product, and your feedback here is being noted by the teams that are working on enhancements across the product.  The best thing I can suggest is to reply here with a specific use case for needing the field cleared post-notification, thus giving the product folks more context as to the need.

    Brandon

    0

Por favor, entrar para comentar.

Powered by Zendesk