> ## 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.

## 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.

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## 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.

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## 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.

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## 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.