We are currently testing Zendesk to decide whether we should move from ServiceNow into Zendesk.
One of our wishes, that came up during a mini-workshop yesterday, was, that we would like the requester to get the first mail from us regarding their ticket, when we have set a deadline for when we expect the ticket to be solved.
We are also testing the app “Deadline” from Sweethawk, and this trigger utilizes this app and it’s fields.
First of, I started by deactivating the default trigger “Notify requester and CCs of received request“, as we don’t have a use for it when the new trigger is up and running.
Then I added the below trigger.
Note: The tag “deadline_pending” is set automatically by the Deadline-app when I submit the ticket after having set the deadline date and deadline time.
Translation of the mail:
We have not estimated the scope of the task regarding <title>, and we expect to have it solved no later than <deadline_date> at <deadline_time>.
Should you wish to contribute with further information, please reply to this mail.
Now, I’m sure there’s another way to do it, but this took me 5 mins to compose.
Currently it sends out whenever the deadline date/time changes. One improvement could be to set a tag first time it sends out this mail and then add a new trigger that – if the tag set first time exists – changes the mail content to say for example “We’ve pushed the deadline, sorry”.