Pick a date to re-open the ticket

You can do this as is with scheduled automator pretty simple.  Example:

Create a new ticket field that is a date type. I’ll call this “Reopen” for the example. Hide it from requesters

Setup a scheduled ticket automator that runs at beginning of workday (or whenever you want it to)

Condition: Status is pending

Expression: Expected output Boolean Body: diffInDays('{{ticket.reopen_iso}}','{{current_date_and_time_iso}}')

Condition: If E1.result is 0

Set action on True to set status to Open

If you wanted to do something hourly you’d have to setup multiple automators as the scheduled automator doesnt allow for anything less than daily.  Event based automators would not work due to the timer function not being able to accept placeholders as is.

You're describing a useful feature that would give agents more control over when tickets are reopened based on specific situations. Instead of relying on a general timer or preset time period, this approach would allow for greater flexibility, particularly when an agent needs to perform an action on a specific date.

Here’s how this feature could work and be implemented:

1. Custom Date Field

• Add a custom Date/Time field to the ticket form where the agent can specify a future date and time for reopening the ticket. This field would allow agents to manually input the exact date they want the ticket to reopen. Like I did for chickfila

2. Setting Status to “Pending”

• The agent can set the ticket status to "pending" (or any custom status like "waiting for action").
• At the same time, the agent enters a date into the custom date field when the ticket should automatically reopen.

3. Automation Based on Date Field

• Create a workflow automation that monitors the custom date field. When the date and time specified by the agent arrive, the ticket status will automatically change back to "open" or "in progress."
• This automation could be set up by:
  • Checking if the current date matches the date in the custom field.
  • If it does, the ticket status is updated, and the ticket is reopened.

4. Potential Platforms for Implementation

• Zendesk: In Zendesk, you can use custom fields and automations. You can create a trigger to move a ticket to "pending" based on agent input and another trigger based on the future date to reopen the ticket.
• Freshdesk: Freshdesk’s workflow automator allows custom date fields and timed actions. You could use a similar setup by triggering an action to change the status based on the agent’s input.
• Jira Service Management: Jira’s automation engine can easily accommodate this request with a custom date picker and a rule to reopen the ticket when the set time comes.