Set Request Due Dates

What this guide covers

This guide explains how to set due dates on requests to track when follow-up or conversion should happen.

Setting a due date

1. Open the request detail page.
2. Click the Due Date field.
3. Select a date from the date picker.
4. The due date saves automatically.

Screenshot: The Due Date field on a request detail page with the date picker open.

How due dates are used

Due dates help you:

• Track when a customer expects a response.
• Set internal deadlines for triage and conversion.
• Identify overdue requests that need immediate attention.

Overdue indicators

When a request passes its due date without being converted or closed:

• The due date text turns red on the request detail page.
• The request row on the list shows an Overdue badge.
• Overdue requests can be filtered on the list page.

Setting due dates during creation

When creating a request manually, set the due date in the creation form before clicking Save.

For requests created from email or web forms, the due date defaults to empty. Set it during your triage review.

Tip: Set a due date on every request during triage. Even a generous deadline ensures nothing sits indefinitely without attention. A good default is 48 hours from creation.

Note: Due dates are internal and not visible to customers. They serve as a reminder for your team.

Related articles

• Manage Request Priority
• Manage Request Status
• Track Incoming Requests