How to set a reminder on a Zendesk ticket

To set a reminder on a Zendesk ticket, install Rousewell, open the ticket and click Remind me in the Rousewell sidebar. Pick a time such as In 3 hours, Monday 9:00 or Pick a date, type a note, choose who it's For, and click Set reminder. When it's due you get a pop-up, it appears in the Rousewell inbox in the top bar, and the ticket can reopen and email its assignee.

Steps

1. Open the ticket and click Remind me in the Rousewell sidebar.
2. Pick a time under When: In 1 hour, In 3 hours, Tomorrow 9:00, Monday 9:00, In 1 week, In 2 weeks, In 1 month, or Pick a date for any date and time up to a year ahead.
3. Write a Note (optional), up to 500 characters: what to do when it comes back.
4. Choose For: you, or the ticket's assignee.
5. Pick the options you want (table below).
6. Click Set reminder. The sidebar lists it on the ticket, and it shows in your inbox.

Reminder options

Email the assignee by default in the app settings pre-ticks the email option for everyone.

When a reminder comes due

In the inbox and the sidebar, Done removes a reminder, and 1 hour later and Tomorrow move it.

How firing works

Rousewell has no server. While you're signed in, it fires your reminder at the minute it's due. If you're not, anyone else with Rousewell open fires it about 10 minutes later. When nobody is signed in, four hourly automations Rousewell created in your Zendesk fire it. Zendesk compares date fields by calendar day in UTC, so unattended reminders fire during the first hour after the UTC midnight at or after the due time: never early, at most about a day late. In the Americas that's the early evening; in Europe the small hours. The line under the time picker shows this before you save, and a reminder never fires twice.

Several reminders on one ticket

A ticket can hold up to 20 follow-ups, each with its own time, note and options. One for you tomorrow and one for the assignee next week works fine. Reminders on later days are re-armed by the next agent session after the first one fires.

What a reminder can't do

• A closed ticket can't be changed, so it can't hold reminders. Schedule a follow-up ticket instead.
• Light agents and roles that can't edit tickets can't set reminders.
• Zendesk automations act on at most 1,000 tickets an hour and don't run on closed tickets.
• Rousewell's two ticket fields are hidden in the ticket. Leave them off your ticket forms and don't edit them by hand.

What it costs

Rousewell is $4 per agent per month on the Standard plan, with every feature: reminders on any ticket, snoozes, scheduled follow-up tickets, the top-bar inbox and pop-ups. It has a 14-day free trial; Zendesk asks for a card at install and bills monthly. The full reference is in the Rousewell documentation.