What an overdue view should include
The due date alone is insufficient. Managers need the promised action, owner, customer or ticket context, reminder history and a direct route back to the conversation.
Triage by customer risk
Start with commitments that block the customer, involve money or time-sensitive travel, or have already received reminders. Then distinguish a missed action from an external dependency that needs a proactive update.
Promise workflow
Promise shows overdue counts and items in manager views, filters and briefings. Activity history records when a promise became overdue and what happened next.
How Promise handles this in Zendesk
Promise is built around the commitment as a separate operational object. It keeps the original wording, a concise summary, owner, due date, status and source ticket together. Agents can review and correct the record. Managers can see team status and open the underlying ticket before acting.
Promise costs $5 per agent/month and is not yet live on the Zendesk Marketplace. AI results can be incomplete or incorrect, so the product supports human review rather than claiming perfect detection.
Examples from real support work
I’ll check with the warehouse and update you tomorrow.
I’ll ask engineering and come back to you Friday.
I’ll confirm with the hotel and update you this afternoon.
I’ll contact the carrier and send the latest status tomorrow.
Questions about overdue customer promises
Can managers filter only overdue items?
Yes. Overdue is a verified filter and status in the compiled interface.
Does overdue always mean the agent did nothing?
No. The work may depend on another team or an external party; review the ticket.
Can a manager open the original ticket?
Yes. Promise provides an open-ticket action.