Scheduled Tickets: Customers and Assignment

The Customer and Assignment sections control who receives each generated ticket, whether customers can view it, and which agent is responsible for it.

Customer requirements

Customers must already exist as WordPress users before they can be added to a scheduled ticket.

Add a customer

1. Open a new or existing schedule.
2. Locate the Customers
3. Search by the customer’s name or email address.
4. Select the customer from the search results.

Selected customers appear as removable chips in the field.

To remove a customer, click the x on that customer’s chip.

Add multiple customers

A schedule can include more than one customer.

For each schedule occurrence, Scheduled Tickets creates a separate ticket for every selected customer.

For example, when a schedule contains five customers, one occurrence can generate five separate tickets.

This is useful for:

• Planned work affecting several customers
• Recurring client check-ins
• Compliance reminders
• Onboarding tasks
• Shared maintenance schedules

Previous-ticket tracking

For recurring schedules, previous-ticket tracking is handled separately for each selected customer.

This is important when using either of the following behaviors:

• Reopen the previous ticket
• Skip if the previous ticket is still open

One customer’s existing open ticket does not automatically determine what happens for every other customer in the schedule.

Organization ID

When the Smart Support – Organizations add-on is active, use Organization ID to link generated tickets to an organization.

Only use this field when the organization integration has been configured for the intended workflow.

Customer visibility

Enable customer visibility when customers should be able to view the generated tickets.

Leave it disabled when the ticket is intended only for internal support workflows.

Assigned agent

Use the Assigned agent field to select a specific agent for generated tickets.

When no agent is selected, Smart Support can use its normal auto-assignment or unassigned behavior.

Agent and team notifications

Enable Notify assigned agent / team using core rules when the generated ticket should trigger Smart Support’s normal agent and team notifications.

The notification follows Smart Support’s core notification rules.

Customer notifications

Enable Notify customer when created when the customer should receive a notification after the scheduled ticket is generated.

Customer notification and customer visibility are separate settings. Configure both according to whether the customer should be able to see and be notified about the ticket.