Set deadlines on your tickets
Help make agents respond more timely, increase accountability and drive better agent efficiency overall.
The Deadline app allows you to set a date and time on a ticket for when something needs to happen.
Setting a deadline on a ticket:
At the point a deadline hits, you can define what you want to happen to the ticket using triggers. If you need to change the priority, ticket status or any other ticket field, that's not a problem! If you want to notify the assignee, assigned group or even the requestor, this is all doable.
When the deadline hits, the assignee will also see an optional popup notification at the top right in Zendesk.
An example of how notifications work and how the ticket details can be set to change when a deadline is reached:
The in-app 'workflows' functionality allows you to set things to happen relative to a deadline. Maybe you need to be reminded 1 hour before a deadline hits? No problem!
In addition to being able to perform any ticket action at, before or after a deadline, those actions can be dependent on ticket conditions. For example, if a deadline hit on a ticket, 24 hours passed and the ticket was not yet solved, you could set it to escalate the ticket's priority to urgent and notify the assigned team by email telling them to take action.
The deadline app stores the time on hidden ticket fields in Zendesk. This allows you to create views, macros and reports using native Zendesk functionality.
Example of how you can reference a deadline using a macro:
- Set an exact time on a ticket.
- Define custom ticket actions or notifications to take place at the time.
- Popup notification for assignee when the deadline hits.
- Workflows allow actions & notifications relative to when a deadline is set.
- Automatic timezone handling so agents always see deadlines relative to their perspective.
- Build Zendesk views, macros or reports over in Explore for all your deadline data.
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Installation is super simple! As a Zendesk administrator, open the app in the left-hand bar and follow the prompts to enable it.
For information on how to use the app, see our knowledge base article and video here.
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