Due dates following SLA

Hello Rebecca,

I'm not really sure if this can be done, but the main issue might be that 'due date' is only available for 'task' type tickets. So I've seen a lot of solutions that use a custom ticket field to set a 'due date', instead of the native due date field.

Can you explain what you're trying to achieve? Maybe I can think of some work-around.

With kind regards,

Sebastiaan
Sparkly ⭐

Hi Sebastiaan

Thanks for looking into this. 

We currently have issues where our customers set requested due dates (your right that we are using the custom ticket field) that are shorter than the SLA we have set in place, and then have unrealistic expectations on when they will receive responses. 

What we would like to do is prevent customers from setting requested due dates for a shorter time period than the SLA's we have set. 

Let me know if I can share more details

Thanks
Beci

Hello Rebecca,

So you customers can set that custom field form their end? That would be very hard to restrict (requires custom development).

Maybe a solution where you don't prevent this, but get alerted would help? Triggers don't act on SLA breaches, but automations can.

https://support.zendesk.com/hc/en-us/articles/115015614867-Can-I-be-notified-of-an-SLA-breach-

You could try something like this (with different values and probably more conditions that apply to your case):

Then you can notify yourself or the client in the event that the SLA breach is beyond the custom date. Keep in mind it's tricky that one is days, and one is hours, so you might want to play around with it a little to see what works best.

With kind regards,

Sebastiaan
Sparkly ⭐

Hi Sebastiaan

Thanks for your feedback and I understand why this might be a challenge! 

I'll look into your suggestion