Reminders on a ticket

A reminder is a note of yours with an alarm: “call the customer back on Thursday”. It does not touch the ticket and nobody else sees it.

Setting it

In the ticket page, right column, the «Reminders» card — below the watchers, above the internal note. Press «Bring it back to me…»: the «When should I bring it back?» window opens with three shortcuts, «Tomorrow», «Monday» and «In a week», or a «Date» of your choosing. Below, «Why (optional)»: two words to remind you why, like “call the customer back”.

The time is not chosen here: it is the same for every reminder in the company (see the end). The card shows you when it will bring it back; «Remove the reminder» cancels it.

When it rings

At the set time you get a notification — the bell at the top right — and an email. Clicking the notification opens the ticket.

If the customer writes before the alarm, the reminder removes itself: it has already done its job, the ticket came back to the top on its own.

Finding tickets with a reminder

In the list, the scope menu (the one with «All», «Mine», «Unassigned») has the entry «With reminder»: only the tickets you set one on.

The automatic reminder

Besides yours, there is a company one: if a ticket stays without a reply for a certain number of days, at the reminders time the assignee gets a warning. An administrator sets it in Control Centre → «Settings» → «Generale», card «Reminders»: «Automatic after how many days» and «Reminder time». That time also applies to personal reminders — it is the only one, so it never happens that the boss believes you get warnings at seven while you set them at six in the evening.

Questions this guide answers

• how do I get reminded of a ticket
• show it to me again on thursday
• where do I see tickets with a reminder
• at what time do reminders ring
• automatic reminder if nobody replies