Creating a Scheduled Ticket

Scheduled Tickets automatically creates support tickets on a one-time or recurring schedule. It can be used for maintenance reminders, contract renewals, customer check-ins, planned follow-ups, compliance work, onboarding tasks, and other predictable support activities.

A schedule can generate a ticket for one customer or several customers. When several customers are selected, each customer receives a separate ticket for every occurrence.

Before you begin

Confirm that:

• Smart Support and Smart Support – Scheduled Tickets are active.
• The Scheduled Tickets license is active.
• Automatic scheduling is enabled when the schedule should run through WordPress cron.
• The required customers already exist as WordPress users.

Optional add-ons can provide additional features:

• Ticket Templates: Saved subjects and descriptions
• Custom Status: Additional statuses for newly created tickets
• Custom Fields: Supported custom fields in the schedule form
• Organizations: Organization links for generated tickets

Create the schedule

1. In WordPress admin, go to Smart Support > Scheduled Tickets.
2. Click Add Schedule.
3. Enter an internal schedule name.
4. Choose whether the schedule is One-time or Recurring.
5. Set the first run date, time, and timezone.
6. Configure the recurrence options when creating a recurring schedule.
7. Complete the ticket details.
8. Select one or more customers.
9. Configure assignment, behavior, visibility, and notifications.
10. Click Create Schedule.

Configure the schedule

Schedule name: Enter a clear internal name that makes the schedule easy to identify. Example: Monthly hosting maintenance reminder

Including the customer, purpose, or recurrence in the name can make the schedule easier to manage.

Type: Choose one of the following:

• One-time: Runs once at the specified date and time.
• Recurring: Runs repeatedly according to the configured recurrence.

Start date and time: Set the first date and time the schedule should run.

Timezone: Choose the timezone used to calculate the schedule. It affects:

• The start date and time
• Recurrence calculations
• Business hours
• Weekend exclusions
• Holiday exclusions

Recurrence: For recurring schedules, select:

• Daily
• Weekly
• Monthly
• Yearly

Additional options appear depending on the selected recurrence.

End conditions: Choose whether the schedule:

• Has no end date
• Ends on a specified date
• Ends after a maximum number of occurrences

Schedule status: Choose:

• Active: The schedule can run when it becomes due.
• Paused: The schedule is saved but does not run automatically.

Add the ticket details

Configure the ticket that will be generated, including:

• Ticket template
• Subject
• Description
• Department
• Product or service
• Ticket type
• Priority
• Status on creation
• Tags
• Internal note

If the Ticket Templates add-on is active, selecting a template can populate the subject and description automatically.

Select customers

Search for customers by name or email and add them to the customer field.

You can select more than one customer. Every selected customer receives a separate generated ticket for each occurrence.

Configure assignment and behavior

Choose a specific assigned agent or leave the schedule to use Smart Support’s normal auto-assignment or unassigned behavior.

For recurring schedules, select one of the following occurrence behaviors:

• Create a new ticket every time
• Reopen the previous ticket
• Skip if the previous ticket is still open

When several customers are selected, previous-ticket tracking is handled separately for each customer.

Configure notifications

Choose whether to:

• Notify the customer when the ticket is created
• Notify assigned agents or teams through Smart Support’s core notification rules

After creating the schedule

The new schedule appears under Smart Support > Scheduled Tickets.

The schedule list displays information such as:

• Name
• Customers
• Recurrence
• Status
• Next run
• Last run
• Available actions

For an important schedule, review its run history after the first occurrence to confirm that the expected tickets were generated.