How to see Zendesk tickets on a calendar by due date
By Jake Marsh · Updated
To see Zendesk tickets on a calendar by due date, open a Lanewell board and click its Calendar tab. Tickets appear on a month calendar in your Zendesk time zone, placed by task due date or by a date field you choose under Calendar tab places tickets by. Drag a ticket to another day to reschedule it, or drag one from No date yet onto a day to set its date.
Due dates in Zendesk, in short
Zendesk's due date belongs to task tickets. Its ticket fields article says that after you set the ticket type to Task, you can set a Task Due Date, defined as 12pm in the user's browser's local time zone on that date. Other ticket types have no due date, so for those, a custom date field does the same job on the calendar.
Steps
- Open Lanewell from the left navigation bar and pick a board, or create one with New board from a view or saved search.
- Choose the date. In the board's settings, set Calendar tab places tickets by to the task due date or any date field.
- Click the Calendar tab. The board's tickets show on a month calendar in your own Zendesk time zone.
- Move between months with Previous, Today and Next.
- Reschedule. Drag a ticket to another day. Lanewell updates the ticket with a safe update.
- Date the undated. No date yet lists the tickets without a date. Drag one onto a day to set it.
- Open a ticket by clicking it, as on the board.
What happens when you drag
| You drag | Lanewell sets |
|---|---|
| A ticket with a due date to another day | The new day, keeping the due date's time of day |
| A ticket without a due date onto a day | A new due date at 12:00 in your time zone |
| A ticket placed by a date field | The plain date in that field |
What the calendar shows
| Item | Meaning |
|---|---|
| Red ticket | Overdue: a past date and not solved |
| No date yet | Tickets on the board without a date |
| Count of left-out tickets | On a due-date calendar, tickets that aren't tasks, so they have no due date |
An admin can start weeks on Monday under Weeks start on Monday in the app settings.
Which date to use
| Your situation | Choose |
|---|---|
| Agents set reminders as task tickets | Task due date |
| You track follow-ups on any ticket type | A custom date field, such as "Follow up on" |
| Projects or deliveries with a promised date | A custom date field, such as "Promised by" |
A custom date field works on every ticket type, so the calendar can show every ticket on the board, not only tasks.
When a move fails
If someone changed the same ticket after your board loaded, Zendesk refuses to overwrite it. When their change was unrelated, Lanewell resends yours with the fresh ticket. When they moved it too, you choose Move anyway or Keep their change. If Zendesk rejects the change, the ticket goes back and the message shows Zendesk's reason.
What it costs
Lanewell Standard is $5 per agent per month, with the board, the calendar and every other feature, after a 14-day trial. Zendesk asks for a card at install and bills monthly. The Lanewell documentation covers boards and the calendar in full.
Lanewell
Kanban boards and a due-date calendar for your tickets. Drag a card and Zendesk updates the ticket. $5 a month per agent.
Questions
Can I set a due date on a ticket that isn't a task?
Not in Zendesk's due date field, which is for task tickets. Add a custom date field and place the calendar by it instead.
Why are some tickets missing from the calendar?
On a due-date calendar, only task tickets appear, and the calendar says how many it left out. Tickets without a date are under No date yet.
What time does a new due date get?
12:00 in your Zendesk time zone. Moving an existing due date keeps its time of day.
Can I see a week view?
The Calendar tab shows a month at a time. Use Previous, Today and Next to move between months.
Does dragging on the calendar notify the customer?
Lanewell only changes the date field. Whatever your triggers do on that change still runs, as with any ticket update.