HappyFox allows agents to set Due Dates so they can plan and respond to the tickets accordingly.  

 

Due Date can be set by

•  Adding a Reply/Private note

 

Select a date from the date picker under Set Due Date option.

Tip: You can clear a due date on a ticket by clicking on the Clear button on the due date section.

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• Manually setting the due date on Ticket card.

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Due date in Smart Rules:

                   a. Can be used as conditions in smart rules and SLA; Go to Automate >> Smart Rules >> + Create a Smart Rule and click on Due date from the conditions.

                   b. Setting and clearing of Due date can be performed as automatic actions based on conditions in a smart rule.

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Filtering/Sorting based on Due dates:

• Tickets can be filtered based on their Due dates, from the current list using New Filters in the ticket list page.

• Tickets can also be sorted based on the due date from ticket list.

•  To change due dates of multiple tickets together:

                       a. Check all the ticket from the ticket list whose Due Date needs to be changed.

                       b. In the update box, click on Due Date and set a due date from the date picker, and click Update.

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Adding updates/reply on Overdue tickets:

 

By default, you cannot add a message update to the tickets once the due date is crossed, and the only way to fix this is by changing the due date to a future date. If you'd like to add the message to a ticket even after the due date has crossed, you can edit the category level setting to allow adding an update to overdue tickets:

• Go to Manage >> Category.
• Click on Edit, against that category you want to change the settings for.
• Change the Allow adding update on a ticket which is overdue? drop down value under Ticket Update options to Yes.