Scheduled Tickets Settings

Smart Support – Scheduled Tickets can automatically create support tickets on one-time or recurring schedules. Before creating schedules, configure the global scheduler settings to control when schedules run, how failures are handled, and which defaults are applied to new schedules.

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Note: Scheduled Tickets must be installed, active, and licensed before its settings and management pages are available.

Open the Scheduled Tickets settings

In WordPress admin, go to:

Smart Support > Settings > Scheduled Tickets

The settings are divided into scheduler, business-hours, default behavior, notification, and access options.

Scheduler settings

Enable Scheduler

Controls automatic processing of scheduled tickets.

• When enabled, due schedules can run automatically.
• When disabled, schedules do not run automatically.

Disabling the scheduler does not remove your saved schedules.

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Important: Disabling the global scheduler affects all schedules, including schedules that are individually marked as Active.

Default Timezone

Sets the timezone that is selected by default when a new schedule is created.

Changing this setting does not change the timezone of existing schedules. Existing schedules continue using the timezone saved in their individual configuration.

Cron Batch Size

Controls how many due schedules are processed during a single WordPress cron run.

Failure Limit Before Pause

Sets how many consecutive failures are allowed before a schedule is paused automatically.

Use the failure notification and run-history features to investigate the cause before enabling a repeatedly failing schedule again.

Business hours and holidays

Business-hours Scheduling

When enabled, scheduled tickets are created only within the configured business-hours window.

A run that falls outside the allowed window is moved to the next allowed time.

Business Hours

Enter the beginning and end of the allowed scheduling window.

For example: 09:00 to 17:00

The schedule’s saved timezone is used when applying business hours.

Exclude Saturdays and Sundays

When enabled, runs that fall on Saturday or Sunday move to the next allowed day.

Weekend exclusion works together with business hours and holiday exclusions.

Holiday dates

Enter excluded dates one per line using the following format: YYYY-MM-DD

Example: 2026-12-25   & 2027-01-01

When a calculated run falls on an excluded holiday, it moves to the next allowed day and time. Keep this list updated because only dates entered in the settings are treated as holidays.

Default schedule behavior

Occurrence Behavior

Select the default behavior for new recurring schedules:

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

This is only the default for new schedules. The behavior can be changed when configuring an individual schedule.

Duplicate Prevention Window: This setting is reserved for duplicate-detection rules involving generated ticket occurrences.

History Retention: Controls how long Scheduled Tickets run-history records are retained.

Notifications and access

Default Notifications

Choose whether newly created schedules notify customers and assigned agents by default. Notification options can also be adjusted within an individual schedule.

Failure Notification Email

Enter the email address that should receive notices about schedule failures.

Agent Ownership

Allows agents to manage schedules they created when the appropriate capability has been assigned to their user role.

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Important: Re-enabling a schedule without correcting the underlying issue may cause it to fail and pause again.