Help make agents respond more timely, increase accountability and drive better agent efficiency overall.
The Deadline app allows you to set a date and time on a ticket for when something needs to happen.
At the point a deadline hits, you can define what you want to happen to the ticket using triggers. If you need to change the priority, ticket status or any other ticket field, that's not a problem! If you want to notify the assignee, assigned group or even the requestor, this is all doable.
When the deadline hits, the assignee will also see an optional popup notification at the top right in Zendesk.
The in-app 'workflows' functionality allows you to set things to happen relative to a deadline. Maybe you need to be reminded 1 hour before a deadline hits? No problem!
In addition to being able to perform any ticket action at, before or after a deadline, those actions can be dependent on ticket conditions. For example, if a deadline hit on a ticket, 24 hours passed and the ticket was not yet solved, you could set it to escalate the ticket's priority to urgent and notify the assigned team by email telling them to take action.
The deadline app stores the time on hidden ticket fields in Zendesk. This allows you to create views, macros and reports using native Zendesk functionality.
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