Automatically open tickets when Due Date reached.

Great question Mike!

You can set this up using an automation similar to what's shown in the screenshot below:

You can choose to use Calendar hours or Business hours as well as any amount of time before the due date. It may also be a good idea to send out an email notification to the assignee/group as well using the same automation.

Hope this helps!

Hey @Brett - Community Manager

I'm a fairly new ZD admin, and I feel foolish for needing to ask this...

My enterprise instance of Zendesk does not have a "Due Date" system field under Ticket Fields. I don't see it anywhere - although I do see the option to use it (and hours related automation) as you showed in the screenshot here.

Can you help me understand where I'm going astray? Neither active nor inactive fields contain a "Due Date" field. I'm fairly baffled. Is it something that needs to be "enabled" in a completely different area of settings?

I tried to search the support pages for answers, but nothing described the "basics", I guess it's just assumed the field exists and folks can update it - but it doesn't seem to be the case in our instance.

Thanks a ton!

Best,

Nick

@Nick Budinicich,

Due date is a special field that shows up when your Ticket Type is set to Task.

Hey @Brett Bowser, when you select a due date on a ticket you can only choose the day but not the hour. But when you set up an automation, there are conditions based on hours until or after the due date. 

Could you confirm what is the hour considered by the system for rules based on such conditions?