Due-date reminders

A due date only helps if someone remembers it. Due-date reminders do the remembering: set them once for the stack and every ticket with a due date gets them.

Add one

In the editor's Automations step, scroll below the stages to Due-date reminders and click + Add due-date reminder. Then set:

• How many days, and whether that's before the ticket is due or after it. Use 0 for the due date itself.
• Who gets it: the owner, the requester, watchers, the ticket's location (its shared email) or an email field on the ticket.
• The subject and message. The {{ticket.due_date}} merge field puts the date in, like "Mar 10, 2030".

Publish the stack, and the reminders cover tickets that already have a due date too.

How they're sent

• From 8 AM in your company's time zone (Settings → Company), checked every hour.
• Once per ticket and reminder. Change the due date and the reminders start over for the new date.
• "After" reminders only go to tickets that are still open; closed tickets never get reminders.
• A reminder whose day is more than a week in the past is skipped, so adding one never emails about long-forgotten tickets.

Ideas

• 2 days before → the owner, so nothing sneaks up on them.
• On the due date → the requester: "We're on it, expect an update today."
• 1 day after → the store's shared inbox, when a repair is overdue.

For nudges while a ticket sits in one step, use step Reminders instead.