Schedule Tickets – SupportCandy https://supportcandy.net The most reliable customer support plugin and ticket system for WordPress Thu, 20 Aug 2026 05:00:02 +0000 en-US hourly 1 https://wordpress.org/?v=7.1 https://supportcandy.net/wp-content/uploads/2022/07/cropped-logo-32x32.png Schedule Tickets – SupportCandy https://supportcandy.net 32 32 General settings https://supportcandy.net/docs/st-general-settings/ Fri, 29 Jul 2022 10:21:05 +0000 https://supportcandy.net/?post_type=docs&p=286471
Overview

The General settings allow Agents to create scheduled Tickets from existing Tickets. This option can be enabled based on the requirements of your support workflow.

Where to Find

Go to Support → Settings → Schedule Tickets → General to configure the scheduled Ticket settings.

Schedule ticket from existing ticket
How It Works

When Schedule from existing ticket is enabled, an Agent can create a scheduled Ticket from an existing Ticket.
The scheduled Ticket uses the same custom fields as the existing Ticket.
The Schedule option is displayed on the Ticket page above the reply box.

Modify scheduled ticket

The Agent role must have the Modify scheduled ticket permission to create a scheduled Ticket from an existing Ticket.
To enable this permission:

  1. Go to Support → Support Agents → Agent Roles.
  2. Click Edit for the required Agent role.
  3. Go to Other Permission.
  4. Enable Modify scheduled ticket.
Schedule ticket permission
Schedule from existing ticket

Enable Schedule from existing ticket to allow Agents to create a scheduled Ticket from an existing Ticket.
When enabled:

  • The Schedule option is available above the reply box on the Ticket page.
  • The scheduled Ticket uses the same custom fields as the existing Ticket.
Step-by-Step Guide

To allow an Agent to create a scheduled Ticket from an existing Ticket:

  1. Go to Support → Settings → Schedule Tickets → General.
  2. Enable Schedule from existing ticket.
  3. Go to the Ticket page.
  4. Open an existing Ticket.
  5. Use the Schedule option above the reply box to create a scheduled Ticket.
Schedule ticket IT action
Schedule ticket IT popup
Example

For example, an Agent needs to schedule a follow-up Ticket from an existing Customer Ticket.
Enable Schedule from existing ticket and give the Agent role the Modify scheduled ticket permission. The Agent can then use Schedule above the reply box to create the scheduled Ticket.

]]> Add a new schedule ticket https://supportcandy.net/docs/add-a-new-schedule-ticket/ Fri, 29 Jul 2022 10:21:24 +0000 https://supportcandy.net/?post_type=docs&p=286473
Overview

The Add a new schedule ticket feature allows you to create scheduled Tickets using a predefined Ticket template.
The system automatically creates Tickets based on the configured recurrence settings.

Where to Find

Go to Support → Settings → Schedule Tickets → Schedule Tickets to create and manage scheduled Tickets.

Scheduled ticket list
How It Works

You can define a Ticket template and configure when the Ticket should be created.
Scheduled Tickets are created at midnight on the selected days according to the configured recurrence.

Step-by-Step Guide

To create a scheduled Ticket:

  1. Go to Support → Settings → Schedule Tickets → Schedule Tickets.
  2. Create a new scheduled Ticket.
  3. Enter a Title.
  4. Configure the Recurrence Setting.
  5. Define the Ticket Fields.
  6. Define the Agentonly Fields.
  7. Save the scheduled Ticket.
Schedule ticket recurrence settings
Schedule ticket ticket field
Options / Settings

Title
Enter a suitable Title for the scheduled Ticket.

Recurrence Setting
Configure how often the scheduled Ticket should be created.

Recurrence Period
Select one of the following recurrence periods:

  • Daily
  • Weekly
  • Monthly
  • Yearly

Tickets are created at midnight on the selected days.

Daily
Select Daily to create the Ticket every day at midnight.
You can choose:

  • Every X day(s): Creates the Ticket every X days, including holidays.
  • Every X Work Day(s): Creates the Ticket every X working days. The Ticket is not created on holidays.

For Every X Work Day(s), holidays must be configured in the Working hours setting.

Weekly
Select Weekly to create the Ticket every X weeks on the selected days.

Monthly
Select Monthly and choose one of the following options:

  • Every X month on X day
  • Every X month on X weekday

 

Yearly
Select Yearly and choose one of the following options:

  • Every X year on every X day of every X month
  • Every X year on every X weekday of X month

 

Starts On
Select the date from which the system should start creating scheduled Tickets.

Ends On
Define when the scheduled Ticket creation should stop.
You can choose one of the following options:

  • No End Date: The system continues creating scheduled Tickets until you delete the scheduled Ticket or change its recurrence settings.
  • Ends after X times: The system creates the scheduled Ticket for the specified number of times.
  • Ends On: The system creates scheduled Tickets until the selected date.

Ticket Fields
Configure the Ticket fields that should be automatically populated in every scheduled Ticket.

Agentonly Fields
Configure the Agentonly Fields that should be automatically populated in every scheduled Ticket.

Example

For example, you can create a scheduled Ticket that is generated every week on a selected day.
Set the Recurrence Period to Weekly, select the required day, and configure Starts On and Ends On according to your requirements. The configured Ticket fields are automatically populated each time the scheduled Ticket is created.

]]> One-Time Scheduled Ticket https://supportcandy.net/docs/one-time-scheduled-ticket/ Mon, 21 Jul 2025 06:24:00 +0000 https://supportcandy.net/?post_type=docs&p=346063
Overview

The Schedule Tickets add-on can create a Ticket only once on a specific future date.
This is useful for future reminders, project tasks, or follow-ups that do not need recurring Tickets.

Where to Find

Go to Support → Settings → Schedule Tickets → Schedule Tickets and click Add New to create a scheduled Ticket.

How It Works

To create a one-time scheduled Ticket, set the Starts On date to the required future date and configure Ends after X times with a value of 1.
The schedule runs once on the selected date and then stops.

Step-by-Step Guide
  • Go to Support → Settings → Schedule Tickets → Schedule Tickets.
  • Click Add New.
  • Enter the Title.
  • Configure the required Ticket Fields and Agentonly Fields.
  • In Recurrence Setting, set Recurrence Period to Daily.
  • Set Starts On to the exact future date when the Ticket should be created.
  • Under Ends On, select Ends after X times.
  • Enter 1 as the number of times.
  • Click Submit to save the scheduled Ticket.
Example

Suppose you want to create a Ticket on August 15, 2025 with the reminder Send final invoice to Client X.
Configure the schedule as follows:

  • Starts On: August 15, 2025
  • Recurrence Period: Daily
  • Ends On: Ends after 1 time

The system creates one Ticket with the predefined details on the selected date. The schedule then stops.

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