---
title: "Working with Reminders"
slug: "working-with-reminders"
updated: 2026-08-11T11:43:22Z
published: 2026-08-11T11:43:22Z
canonical: "help.idibilling.com/working-with-reminders"
---

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

# Working with Reminders

The Add Reminder icon (bell with green +) is available if the functionality has been enabled, the due date/time is in the future, and the Ticket does not yet have a reminder scheduled.

**Show Picture**

![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/83814.png?sv=2026-02-06&spr=https&st=2026-11-14T11%3A08%3A02Z&se=2026-11-14T12%3A08%3A02Z&sr=c&sp=r&sig=RRxbF6w77RYxpJ9RxxkAXnzRg5FgbtXXElrj7GupIhg%3D)

Clicking the Add Reminder icon displays the dialog for specifying when the reminder should be sent. You can specify the interval to send the reminder as n hours or days before the follow-up is due. The interval defaults to one (1) day.

**Show Picture**

![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/83817.png?sv=2026-02-06&spr=https&st=2026-11-14T11%3A08%3A02Z&se=2026-11-14T12%3A08%3A02Z&sr=c&sp=r&sig=RRxbF6w77RYxpJ9RxxkAXnzRg5FgbtXXElrj7GupIhg%3D)

The recurring trigger runs hourly to check for eligible reminders to send.

The presence of a reminder on a Follow-up is indicated by a blue bell. Hover text for the bell icon provides details of when the reminder will be sent. Also, the Add Reminder icon will change to Remove mode (red X).

**Show Picture**

![UG template for Help](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/83820.png?sv=2026-02-06&spr=https&st=2026-11-14T11%3A08%3A02Z&se=2026-11-14T12%3A08%3A02Z&sr=c&sp=r&sig=RRxbF6w77RYxpJ9RxxkAXnzRg5FgbtXXElrj7GupIhg%3D)

Clicking the Remove Reminder icon displays a warning that lets you confirm the removal (**YES**) or cancel **NO**).

> [!NOTE]
> Note
> 
> Reminders are automatically removed once the email has been sent.

#### Considerations

- A follow-up can only have one unsent reminder. The option to add a reminder is not available when there is already an unsent reminder on the follow-up.
- There is no option to edit a reminder. To change a reminder, first remove and then add a new reminder.
- Follow-ups with a follow-up date in the past cannot have a reminder added. You can change the date to be in the future, and then add a reminder.
- Once the reminder is sent, the bell no longer appears on the follow-up. A new reminder can be added if the follow-up date is in the future.
- Reminders do not account for weekends or holidays.
- Reminder emails that have been sent are viewable only in the Communications module. There is no history of them in Tickets.
- If a follow-up is closed before a reminder is due to be sent, the reminder will not be sent.

#### Reminder Email

When the current date/time reaches the reminder interval, the email is sent to the email address of the assigned to user.

**Show Picture**

![](https://cdn.us.document360.io/3f7f8ade-bcb1-4ec8-af25-0c0ad8601afb/Images/Documentation/83823.png?sv=2026-02-06&spr=https&st=2026-11-14T11%3A08%3A02Z&se=2026-11-14T12%3A08%3A02Z&sr=c&sp=r&sig=RRxbF6w77RYxpJ9RxxkAXnzRg5FgbtXXElrj7GupIhg%3D)

Both SaaS Security users and IDI platform user groups are supported.

> [!NOTE]
> Note
> 
> If for some reason the user or user group does not have an email address configured, a reminder will not be sent. There is no indication that the email address is not available.

- From Address: from alias and address that is configured in Workflow trigger
- To Address: email address of the assigned user on the follow-up
- Subject: Reminder: <Follow-up type> due in <n hours/days> (Follow-up ######)
- Body: contains the follow-up id (as a hyperlink to the follow-up), the follow-up date, follow-up type and follow-up status.