![]() However, there's no way to set the due date for the task to 9am the following day. So, if I have a "Snooze > Tomorrow" macro, I can change the ticket to a Task, set a tag on it (e.g., "snooze-tomorrow") and move its status to "on-hold". ![]() The problem here is that there's no way to set the due date for tasks in macros. One thing I had considered was using Tasks for this since you can set due dates and automations have an "hours until due" option. This issue is present with the "next week" variation (we want it to wake up at 9am the following Monday) and the "next month" variation. I want it to pop back up at the beginning of the next business day (e.g., 9am) regardless of when it was "snoozed" (e.g., you might snooze it at 2pm – it should still "wake up" at 9am the next day). I don't want it to wait 24 hours and pop back up or even 8 business hours. However, the "tomorrow" option doesn't work so well. That works great for the first couple variations (1 hour, 3 hours). However, I ran into a variety of difficulties.Īs you showed, there are "hours since ticket status on-hold" automation options. I actually proceeded on trying to implement something along those lines after posting this as an interim solution (having it built into Zendesk as a first-class feature would be much better). Sure, it would be possible to do something similar using tags macros, and automations, but I'd much rather just have a way to do this via the Submit dropdown or a keyboard shortcut. I'd prefer being able to set them as "On-hold" and have them automatically get marked as open after a week or something. I want to put the ticket in "On-hold" status, but sometimes those get lost in the mix. An example use case is a ticket where we're waiting on engineering to fix a bug. Something very much akin to the "Remind me about this" feature in Slack (i.e., you'd have the option to Snooze for something like 1 hour, 3 hours, Tomorrow (i.e., it'd pop back in the next day at the beginning of the business day), Next Week (i.e., it'd pop back in on Monday at the beginning of the business day), or Custom (i.e., you could pick Friday 3 weeks from now at 9am). By that, I essentially mean the ability to update a ticket to "On-hold" status and have it automatically bump back to "Open" status after N time. I would really love it if there were the built-in capability to "Snooze" a ticket.
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