We need a function in FreshDesk that allows the service agent to state a specific date in the future in the ticket on which the ticket will be automatically reopened.
So far, there is the possibility to automatically reopen a ticket based on its status (as described here: https://support.freshdesk.com/support/solutions/articles/228149-how-to-automatically-reopen-ticke…).
Additionaly there is the possibility to integrate a customized ticket field with date specification, but in the automation function we can only define for that field "Is", "Is not", "Is greater than" or "Is less than" in connection with a fixed date.
Unfortunately, we cannot select something like "Is = Today" at this point, althought a variable like "Today" is actually very relevant for dates. If there were such a variable, a certain action could be triggered by automation when the specified date is reached – such as reopening the ticket.
We believe that there are many more FreshDesk users and scenarios where such a feature would add value and would therefore appreciate it if this proposal can be integrated into your future route plan.
