> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ravenna.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Due dates

> Set ticket due dates manually or through workflows, then track progress with filters and visual indicators to keep time-sensitive work on schedule.

Due dates help manage time-sensitive tickets and ensure tasks are completed on schedule. Set deadlines manually or through <Tooltip headline="Workflows" tip="Automated actions triggered by ticket events" cta="Learn about workflows" href="/documentation/automate/workflows/overview">workflows</Tooltip>, then track progress with filters and visual indicators.

<View title="Human" icon="user">
  ***

  ## Set due dates

  <AccordionGroup>
    <Accordion title="Manual assignment" icon="calendar" defaultOpen>
      Set due dates directly on tickets:

      <Steps>
        <Step title="Open ticket">
          Navigate to the ticket you want to set a due date for.
        </Step>

        <Step title="Edit due date">
          Click the due date field in ticket details.
        </Step>

        <Step title="Select date">
          Choose the date when the ticket should be completed. The due date saves automatically.
        </Step>
      </Steps>
    </Accordion>

    <Accordion title="Workflow automation" icon="zap">
      Automate due date assignment through <Tooltip headline="Workflows" tip="Automated actions triggered by ticket events" cta="Learn about workflows" href="/documentation/automate/workflows/overview">workflows</Tooltip>:

      * Set due dates based on ticket properties or conditions
      * Update due dates when ticket status changes
      * Calculate deadlines relative to ticket creation
    </Accordion>
  </AccordionGroup>

  <Info>
    Due dates include the entire day. Tickets aren't considered overdue until the next day begins.
  </Info>

  ***

  ## Track due dates

  All due date changes are logged in ticket activity history. Visual indicators throughout the interface show approaching and overdue deadlines.

  ### Filter and sort

  Use due dates to organize your ticket list in <Tooltip headline="Views" tip="Saved filters and column configurations for organizing tickets" cta="Learn about views" href="/documentation/tickets/organize/views">views</Tooltip>:

  <AccordionGroup>
    <Accordion title="Filtering" icon="list-filter" defaultOpen>
      * Filter by specific due date ranges
      * Show only overdue tickets
      * Find tickets due within a timeframe
      * Filter for tickets with no due date set using the "is empty" condition
      * Create saved filters for upcoming deadlines
    </Accordion>

    <Accordion title="Sorting and grouping" icon="arrow-up-down">
      * Sort by due date to see most urgent first
      * Group tickets by due date ranges (overdue, due today, due this week)
      * Combine due date sorting with other criteria
    </Accordion>
  </AccordionGroup>

  ### Visual indicators

  Due dates appear throughout Ravenna with:

  * Due date badges showing the deadline
  * Color coding for overdue, due soon, and future due dates
  * Dashboard widgets highlighting approaching deadlines

  ***

  ## Use in workflows

  Due dates integrate with <Tooltip headline="Workflows" tip="Automated actions triggered by ticket events" cta="Learn about workflows" href="/documentation/automate/workflows/overview">workflow</Tooltip> automation:

  <AccordionGroup>
    <Accordion title="Actions" icon="play" defaultOpen>
      * Automatically set due dates based on ticket properties
      * Update due dates based on ticket progress
      * Calculate deadlines relative to other dates
    </Accordion>

    <Accordion title="Conditions" icon="git-branch">
      * Use due dates as conditions in workflow rules
      * Create different processes for urgent vs routine deadlines
      * Route tickets based on due date proximity
    </Accordion>
  </AccordionGroup>

  <Note>
    There is no workflow trigger that fires when a ticket's due date is approaching or has passed. To act on upcoming or overdue due dates, use a [Cron trigger](/documentation/automate/workflows/triggers-actions#scheduled-triggers) with a [Search Tickets](/documentation/automate/workflows/triggers-actions) step filtered by `dueAt`, then loop over the results to send reminders, reassign, or escalate.
  </Note>

  <Callout icon="link" color="#6B7280">
    Learn more about [building workflows](/documentation/automate/workflows/publish) with due date automation
  </Callout>

  ***

  ## Monitor with analytics

  Use due dates in <Tooltip headline="Analytics" tip="Reports and metrics for tracking ticket performance" cta="Learn about analytics" href="/documentation/measure/analytics">analytics</Tooltip> and reporting:

  * Track completion rates against due dates
  * Monitor overdue tickets and resolution times
  * Analyze team performance on deadline adherence
  * Identify bottlenecks causing missed deadlines
  * Review due date changes in ticket event history
</View>

<View title="Agent" icon="bot">
  ## Mental model

  A due date is a deadline timestamp on a ticket. It represents when the ticket should be resolved. Due dates are a single date field (day granularity). A ticket is not considered overdue until the day after the due date.

  Due dates are independent of SLA timers. SLAs measure response and resolution time from ticket creation or status changes. Due dates are explicit deadlines set by users or automation. Both can exist on the same ticket and are tracked separately.

  ***

  ## Setting due dates

  Due dates can be set through three methods:

  | Method              | When to use                                                                                      |
  | ------------------- | ------------------------------------------------------------------------------------------------ |
  | **Manual**          | Agent or workspace member sets a deadline based on judgment or requester needs                   |
  | **Workflow action** | Automatically set based on ticket properties (e.g., all "Urgent" tickets get a 24-hour due date) |
  | **Form default**    | Set during ticket creation through form configuration                                            |

  Workflow-based due dates can be calculated relative to ticket creation time (e.g., "3 business days from now") or set to absolute dates based on conditions.

  ***

  ## Due dates in automation

  **As triggers:** Not supported. There is no workflow trigger that fires when a due date is set, changes, is approaching, or is passed. To act on upcoming or overdue due dates, use a Cron trigger with a Search Tickets step filtered by `dueAt`, then loop over the results. Setting a due date fires an internal `SET_DUE_DATE` event, but it is not exposed as a workflow trigger in the UI.

  **As conditions:** Use due date presence, proximity, or overdue status as branching conditions in workflows.

  **As actions:** Set or update due dates as part of workflow execution. Calculate deadlines relative to other dates or ticket properties.

  **In views:** Due dates are available as filter, sort, and grouping criteria. Common patterns include creating views for "Overdue tickets," "Due today," and "Due this week."

  **In analytics:** Due date adherence is trackable in analytics for measuring team performance against deadlines.

  ***

  ## Constraints and gotchas

  * Due dates are day-level precision. A ticket due on March 15 is not overdue until March 16.
  * Due dates do not automatically change ticket status. A ticket can be overdue and still show as "Open."
  * Due dates are independent of SLA timers. Having an SLA does not set a due date, and setting a due date does not affect SLA calculations.
  * All due date changes are logged in ticket activity history.
  * Snoozing a ticket does not pause or extend its due date. A snoozed ticket can become overdue while hidden from default views.
  * Due dates apply to the ticket itself, not to individual tasks within a ticket. Tasks do not have their own due dates.
</View>