Ever struggled with Zendesk’s “Recipe: Scheduling a ticket to reopen at a specific time” article that mysteriously shows Step 3 as missing? You’re not alone! This comprehensive guide walks you through the complete process of setting up automated ticket reopening, including all the steps Zendesk’s documentation might have missed. We’ll cover everything from activating the On-hold status to creating the perfect automation that brings your tickets back to life exactly when you need them.
Before diving in, you might want to bookmark Zendesk’s original recipe for reference, though we’ll cover everything you need right here.
Here’s how to automatically reopen On-hold tickets at a specific date and time:
1. Understanding the Workflow
How automatic ticket reopening works
The workflow combines several Zendesk features to create a seamless process:
- Agent applies a macro that sets the ticket to On-hold and adds a special tag
- Agent selects a due date for when the ticket should reopen
- An automation monitors tickets and reopens them when the due date arrives
- The ticket automatically changes back to Open status at the specified time
By default, the On-hold status is not active on your account. You’ll need to activate it first, and we’ll show you exactly how – this is often the missing piece that trips people up!
2. Step 1: Activate the On-hold Status
The most commonly missed step!
This is what many users struggle with – the location has changed in recent Zendesk updates.
Method 1: If you DON’T have custom statuses enabled
Navigate to: Admin Center > Objects and rules > Tickets > Fields
- Find the Status field
- Click the options menu (three dots)
- Select Edit
- Under Field Values, check Enable On-hold status
- Click Update field
Method 2: If you HAVE custom statuses enabled
As Carolina discovered in the community discussion, the location is different:
Navigate to: Admin Center > Objects and rules > Tickets > Ticket statuses
- Click Filter and select Inactive
- Find On-hold in the list
- Click the three dots menu
- Select Activate
⚠️ Common Pitfall
The Zendesk documentation often references outdated menu paths. If custom ticket statuses were activated without the On-hold status having been activated previously, the Status field doesn’t appear in the list.
3. Step 2: Create the Macro
Setting up the one-click solution for agents
A macro helps your agents adhere to the workflow and ensure that ticket properties are set accurately. Here’s what to include:
Navigate to: Admin Center > Workspaces > Agent tools > Macros
Create a new macro with these actions:
| Action | Value |
| Status | On-hold |
| Type | Task |
| Add tags | schedule_reopen (or your preferred tag) |
Why Task type matters: Only Task tickets have the Due date field available. This is a crucial detail that’s often overlooked!
4. Step 3: Agent Sets the Ticket
The missing step from the documentation!
This is what Step 3 should say (and what the Zendesk article is missing):
- Agent applies the macro you created
- The ticket changes to:
- Status: On-hold
- Type: Task
- Tag: schedule_reopen (added)
- Agent selects a due date from the Due date field that appears
- Agent clicks Submit
The due time for a task ticket is based on the time zone within the user profile who set the due time. Due dates trigger at 12 PM (noon) in your account’s timezone on the specified date.
5. Step 4: Create the Automation
The magic that makes it all work
Navigate to: Admin Center > Objects and rules > Business rules > Automations
Create a new automation with these settings:
Conditions (ALL must be met):
| Condition | Operator | Value |
| Ticket: Status | Is | On-hold |
| Ticket: Type | Is | Task |
| Ticket: Tags | Contains at least one | schedule_reopen |
| Ticket: Hours until due date | Is | 1 |
Actions:
| Action | Value |
| Status | Open |
| Remove tags | schedule_reopen |
| Set due date | (empty/remove) |
Important Notes:
- An automation must contain a condition that is true only once or an action that nullifies at least one of the conditions. That’s why we remove the tag!
- Setting “Hours until due date” to 1 means the automation fires 1 hour before noon on the due date
- Some users report success with 0 hours, but 1 hour is more reliable
6. Troubleshooting Common Issues
When things don’t work as expected
Issue: Due Date field not showing
Solution: Ensure the ticket Type is set to “Task” – only Task tickets have due dates!
As Carolina discovered: “And the TYPE Field for tickets is also Activate (where I can select for a Task)”
Issue: Automation not firing
Check these points:
- Is the automation active?
- Are ALL conditions being met?
- Is the tag spelled correctly everywhere?
- Remember: Automations do not run or fire on closed tickets
Issue: On-hold status not available
Solution: Check both locations mentioned in Step 1, depending on whether you have custom statuses enabled.
7. Alternative Approaches
Other ways to schedule ticket actions
Using a Custom Date Field
As mentioned in the Community Tip by Colin Piper, you can create a custom date field for reminders:
- Create a custom date field called “Reminder Date”
- Use an automation that checks when this date is within 1 day
- Send notifications without changing ticket status
Time-based Status Changes
You can also use “Hours since” conditions for simpler workflows:
- Hours since status is On-hold > Greater than > 48
- This reopens tickets after a fixed time period
- Less flexible but simpler to set up
8. Understanding How It All Works
The technical details that matter
Automation Timing
- Automations run every hour, but not necessarily top-of-the-hour; they will start at some point during the hour
- Due dates trigger at 12 PM (noon) in your account timezone
- The “1 hour until due” means 11 AM on the due date
Why the Tag is Essential
The most important aspect of the macro will be adding a tag that the automation will use to identify the tickets it needs to run on. This differentiates it from other Task tickets in your account where you do not need the automation to run.
On-hold Status Visibility
On-hold status is visible to agents only, not end users. For end users, tickets that are set to On-hold are always displayed as Open. This keeps things simple for customers while giving agents more granular control.
9. Best Practices
Tips for smooth implementation
- Use descriptive tag names: Instead of “schedule_reopen”, consider “reopen_on_due_date”
- Test with a short timeframe first: Set a due date for later today to verify it works
- Document your process: Create internal documentation for agents
- Monitor automation logs: Check if automations are firing as expected
- Consider business hours: On Professional and Enterprise plans, you can configure business hours and holidays. Then you can set automations to run based on business hours or calendar hours.
10. Community Insights
Lessons learned from real implementations
From the community discussion, here are key takeaways:
- Documentation gaps are common: Multiple users confirmed Step 3 was missing
- Menu locations change: What used to be in “Tickets > Fields” is now in “Ticket statuses”
- Manual alternatives exist: Some teams don’t use macros and set status/due date manually
- Testing is crucial: Users found that “0 hours until due” sometimes works
Success Story
Carolina successfully implemented this after getting community help: “Just giving the feedback that the on-hold status and also the macro for putting the ticket as a task it’s working.”
Key Takeaways
To successfully schedule tickets to reopen automatically:
- Activate On-hold status (check both possible locations)
- Ensure Task ticket type is available
- Create a macro that sets status, type, and tag
- Agents apply macro and set due date (the missing Step 3!)
- Automation monitors and reopens tickets when due
That’s it! With these steps, you’ll have a working system for scheduling ticket reopening in Zendesk. No more wondering about that missing Step 3 or struggling with outdated menu locations.
Questions about implementing this workflow? Check out the Zendesk Community where helpful users like Perla R and Dan Ross share their expertise.
Learn more: Adding On-hold status
Original recipe: Scheduling tickets to reopen