Setting Due Date Reminders
You can set notification reminders when adding due dates. The same steps apply when adding due dates manually, using the rules engine, shortcuts, and ticket templates.
The Due Date must be set up first to be able to set up Reminders.
Reminder notifications go to the assigned Agent, assigned Team members, or both if both are assigned. Ticket followers do not receive reminder notifications.
The Due Date Reminders automatically set via Rules, Shortcuts, Templates, bulk action, etc., can later be changed manually by users. The reminder that was the most recent update will take precedence.
Users can easily set up to two reminders for a ticket, setting the specific days/weeks/months before the due date, directly from the ticket details page.
Each Reminder is relative to the due date. If two reminders are set, they will auto-sort. For example, the reminder for 3 days will appear first, followed by the reminder for 1 day.
The same Reminders component with custom intervals was implemented in Rules, Shortcuts, and Ticket Templates.
Email, Web, and Push Notifications
The Both/Email/System Notification radio buttons allow you to select the notifications to trigger for reminders. This setting will default to Both at first. The System Notification includes both the web (Bell at the top of the dashboard) and push (mobile) notifications. These emails and notifications go to the assigned Agent, assigned Team members, or both if both are assigned. They do not go to ticket Followers.
Reminders will be sent on business days (M-F)
Reminders do not include weekends
Web Notification example
Email Notification example
Mobile Push Notification example
