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Set ticket's due date upon creation

Related products:Freshdesk
  • November 7, 2012
  • 7 replies
  • 32 views
V
Contributor
It would be useful if an agent could set an exact due date for a ticket upon creation. Now it's possible to set the priority but no exact date. Sometimes (and very often in fact ;) the SLA due date does not match the actual customer's requirement.

7 replies

T
Community Debut
  • trey
  • Community Debut
  • July 10, 2014

Agreed!  It would be nice for the requester to be able to submit a requested due date.

K
Contributor
  • keith_11877
  • Contributor
  • July 11, 2014

This doesn't scale...

R
Community Debut
  • roohbir
  • Community Debut
  • October 8, 2014

I am very surprised to find this basic function lacking during ticket creation. I have just started using Freshdesk from being on Zendesk because I see a lot more value for money but this omission totally disrupts the workflow when creating tickets. You have to create it, then go back and change the due date. Would love for a Freshdesk rep to advise on when this function will be implemented.

S
Community Debut
  • steve_12373
  • Community Debut
  • December 16, 2014

I'd also like to be able to set a relative date, not just an absolute one. It'd be a lot easier to have a ticket creation process for a particular ticket type which included a Due
Date of "[Now] [plus] [48] [hours]", or [Now] [plus] [2] [business days]", or even "[Now] [minus] [10] [minutes]", for things you wanted to show up at the top of the Due By list.


The ability to stack date adjustments would be appreciated, too. For instance, to create a ticket due at 9am on the first Monday of the next month which is at least one week from now, we could stack:


[Now][plus][1][week]; then

[Currently due][plus][1][calendar month]; then

[Currently due][minus][1][day]; then

[Currently due][plus][to-next][Monday];then

[Currently due][set][9][00][AM].

C
Community Debut
  • cnguyen
  • Community Debut
  • October 3, 2016

This really should be implemented as it is a real burden to have to go back and forth to change one bit of information.  Please implement this feature.


P
Contributor
  • paul.g
  • Contributor
  • May 25, 2018

Surprised to see this is still not available, the SLA's are quite useful but our support tickets are complex and often require specific due dates to be set based on customer and third party availability.


As it is I would prefer to be able to set an Urgent Priority and then a due date of a specific day next week when the work can be completed that way Support staff can see an urgent priority task is due only on that day. At present setting Urgent means Support staff will have to ignore the ticket for several days.


Far from ideal.


T
Community Debut
  • thiago_15251
  • Community Debut
  • February 13, 2019

Is it possible to add a custom field for the Due Date, that will reflect on the ticket's due date?

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