Enneo
Enneo documentation

Tickets

Reminders

Purposefully pause tickets and automatically return them for further processing.

Tip

Reminders are not a manual note – they are a systemic control mechanism. A ticket under the status "pending" disappears from the active processing flow and returns automatically at a defined point in time.

Not every ticket can be instantly completed. Sometimes information from the customer is missing, an external procedure has to be completed, or processing is intentionally to be given at a later point in time. Reminders systematically represent exactly this fact: A ticket is temporarily paused and automatically ready for processing again at a set point in time.

Status and Due Date

Reminders are based on the interaction of two ticket attributes:

  • Status "pending" – The ticket is active, but not intended for immediate processing. It is not distributed by Smart Routing.
  • Due Date (dueBy) – The point in time when the ticket is automatically reset to "open". Specifying a due date when setting the status to "pending" is mandatory and must be in the future.

Both fields directly correspond: Without a due date, no ticket can be set to "pending". This prevents tickets from permanently falling out of the processing flow.

System Behavior

As soon as a ticket is set to "pending", the following happens in the system:

  • The ticket is removed from the active distribution of Smart Routing - it does not receive an assignment as long as the status is "pending".
  • A reminder is internally created that references the due date.
  • At the due date, an automatic process resets the status to "open" and releases the ticket again for processing and Smart Routing.
  • The system generates a ticketUpdated event with the flag autoOpenedDueToDueDate: true, which can be evaluated for external integrations.

If a ticket is manually set to "pending", the system marks the due date as manually set (dueByWasSetManually). Automatically calculated due dates – for example, through tag configurations – remain separately traceable.

Use Cases

Waiting for customer feedback Information is required from the customer. Until the response, the ticket should not appear in the active inventory. With a due date - e.g. in five working days - it automatically returns if there is no response.

Dependency on an external process A downstream process (e.g. system processing, inquiry to a specialist team) must be completed before the ticket can be further processed. The reminder ensures that it reappears at the right time.

Targeted scheduling A ticket should not be processed immediately, but on a specific date – for example, because a tariff applies only from the following month or a contract term should be waited out.

Impact on Analytics and Time Recording

Changing the status to "pending" is recorded in the processing export as processing type statusAction - even if no response has been sent to the customer. This accurately depicts the activity of the processor in the AHT.

Tickets under the status of "pending" appear in the ticket overview and can be specifically viewed through the status filter. This keeps the overall inventory transparent, even if tickets are not actively processed temporarily.

API Integration

Reminders can be set and controlled via the enneo-API.

Requirement: dueBy must be specified and lie in the future. The reset to "open" happens either automatically through the time-controlled process or manually via the same endpoint with "status": "open".

PATCH /api/mind/ticket/{id}
{
"status": "pending",
"dueBy": "2025-06-01 08:00:00"
}