This article will cover how to create a reminder on a Zendesk ticket to follow up on a task or with customers.

Reminders within Zendesk are great for when you need something done at a specific date and time in the future. They also allow your agents to prioritise their work while ensuring future tasks don't fall through the cracks. 

Topics covered in this article:

• Create a reminder
• View upcoming reminders
• Create workflow actions
• Additional actions

Create a reminder

To add a reminder to a ticket, simply click the + sign in the app where it says Add a new reminder... and start filling in:

• what the reminder should say
• when it should happen and
• who it should be sent to 

Then select Create reminder.

View upcoming reminders

To view your reminders, select the app located on the top right bar of Zendesk.

Here you can filter your reminders by upcoming, recent, completed, or using the search box.

To view ALL reminders – not just those you created – admins and managers can select the app located on the left colored pane in Zendesk.

Some additional filter options such as recipients and who completed the reminder are available in this view.

Create workflow actions

Trying to juggle multiple reminders/follow-ups makes it difficult to prioritise your work when so many tickets are in an open status. Creating a workflow action is the solution to this problem.

A simple workflow that changes the ticket to an open status when the reminder ends will enable your agents to put those tickets on-hold or pending status without fear of forgetting to follow-up.

To create a workflow action, click on the app located on the left colored pane in Zendesk.

Now click on Workflow actions, and then select Add workflow action.

Click the + sign where it says Add ticket field(s)... and select what you would like to update on the ticket

Click Create workflow action once you are happy with the ticket updates.

Additional actions

Complete a reminder

Completing a reminder will move the reminder to the completed column in your view. If you complete the reminder before the reminder due date is reached, no notification or workflow actions will take place.

Click the checkbox to the left to complete a reminder.

Add or remove yourself from a reminder

Adding yourself to a reminder will allow you to see this in your view and receive a notification.

Click the bell icon to the right to add yourself to the reminder.

Click the bell icon again to remove yourself from the reminder.