Due Dates can help agents prioritize their critical and time-sensitive tickets. They are manually applied to individual tickets and have associated filters and columns for creating custom views.
Notifications
Tickets that contain Due Dates will be displayed within the ticket details on your iiQ dashboard.
For tickets past the due date, you will see a warning message in the ticket details on your iiQ dashboard and at the top of the open ticket view.
Dashboard View:
Ticket View:
Custom View for Tickets with Due Dates
You can filter by Specific Date Ranges, including This Month, Last Month, Last 7 Days, a Custom Date Range, or by the Last 30, 60, or 90 days, and more.
You can filter by Moving Date Ranges, including Today, This Week, This Month, This Year, Last Week, Last Month, or by the last 30, 60, or 90 days.
Filter Based on Is Past Due?
Users can filter tickets with an expired Due Date using the "Is Past Due?" filtering option. When enabled, this filtering option will only show tickets with a due date in the past.
In Ticketing, select the filter ‘Is past due?’ and save.
The Exclude Selected checkbox allows filtering tickets with current due dates that haven’t yet passed.
The list will show tickets filtered to those past due dates, which will be in Red.
Sorting tickets by Due Dates
Users with access to manage a ticketing view can now sort the Due Dates column option for ticketing Views in ascending/descending order. This allows the users to work on the most critical tickets first. Users will need to add the column ‘Due Dates’
Descending - The earliest due date is listed first.
Ascending - The latest due date is listed first.
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Hannah Bailey - Director, Customer Engagement