Schedule Ticket Details and Templates

The Ticket Details section defines the content, classification, priority, and initial status of every ticket generated by a schedule.

Open Ticket Details

Create a schedule or edit an existing schedule under:

Smart Support > Scheduled Tickets

Locate the Ticket Details section in the schedule form.

Ticket template

When Smart Support – Ticket Templates is active, select a saved template to populate the ticket subject and description.

Templates are applied again when the schedule runs. When a selected template has locked fields, its content can override the subject or description stored in the schedule during ticket creation.

Subject

Enter the subject that should appear on the generated ticket.

Use a clear subject that helps customers and agents understand the purpose of the ticket.

Description

Enter the ticket message using the WordPress editor.

This content is used as the generated ticket’s description unless it is overridden by a locked template field when the schedule runs.

Department

Select the Smart Support department responsible for the ticket.

The selected department can affect which products and services are available in the next field.

Product or service

Choose the product or service associated with the generated ticket.

• When no department is selected, all products and services are shown.
• When a department is selected, only products and services assigned to that department are shown.

Product or service field is empty

Clear the selected department to display all products and services, or assign the required product or service to that department in Smart Support.

Ticket type

Select the appropriate ticket type from the available Smart Support ticket types.

Priority

Choose the initial ticket priority:

• Low
• Medium
• High
• Urgent

Status on creation

Select the status assigned when the ticket is generated.

The dropdown includes:

• Smart Support core statuses
• Active statuses provided by Smart Support – Custom Status, when available

A custom status is missing

Confirm that:

• Smart Support – Custom Status is active.
• Its license is active.
• The required custom status is active.

Tags

Enter ticket tags as comma-separated values.

Tags can help identify or group tickets generated by a particular workflow or schedule.

Internal note

Enter an internal note to store with the generated ticket workflow.

Internal notes can be used to give agents additional context that is not part of the customer-facing ticket description.

Add-on fields

When Smart Support – Custom Fields is active, supported admin-visible custom fields appear in the Add-on Fields section.

Other add-ons can also add fields through Scheduled Tickets integration hooks.

Template formatting

Scheduled Tickets preserves paragraphs and line breaks when inserting template content.

When template formatting does not appear as expected:

1. Open the original ticket template.
2. Check that its message contains the intended paragraphs and line breaks.
3. Correct the formatting in the source template.
4. Reopen or update the schedule using that template.