Schedule recurring tickets using Scheduler


Freshservice allows you to automatically create recurring tickets at set intervals, providing a way to schedule routine IT tasks like system backups, password resets, or contract renewals to be reminded to the service desk at predetermined times. 


How to schedule a ticket?

To create a new schedule for the ticket you need to follow these steps:

  • Create a new schedule

  • Add ticket details

Step 1: Create a new schedule

  1. Go to navigate to Admin > Automation & Productivity > Agent productivity > Scheduler and select New Schedule. If your account has multiple workspaces, go to Admin > {Workspace Name} > Automation & Productivity > Agent productivity > Scheduler and click New Schedule.

  2. Enter a name for the schedule.

  3. Select one of the following occurrence type based on your requirement:

    • Create once: Enter the required date and time you want to schedule the ticket.

    • Repeat: Enter the date in the Starting form field to schedule the start date. For example, in the image below, the schedule will occur on Monday, March 10th at 9:30 am, then again on Wednesday, March 12th at 9:30 am, and so on.

Note: If the Starting from date is the same as the System Date, the scheduler compares the system time and the configured scheduler run time. The first occurrence will be on the next day if the system time has already passed the scheduler run time. For example, the system date and time is March 4th, 11 am, then the first occurrence of the scheduler will be on March 5th at 10:30 am, the second occurrence will be on March 7th and so on. 

Occurrence type

Description

Daily

The Scheduler runs every day if set to repeat daily. For a 2-day repetition, it follows a pattern: Day 1, Day 3, Day 5, and so on.

Monthly

You can customize the schedule for a month. For example, the first Monday of the month and the last Friday of the month. 
Note: If a specific day does not occur in a given month (For example, the fourth Friday or fifth Monday in February), the schedule will run on the next matching occurrence (the next month with a fourth Friday or fifth Monday).

Yearly

Schedule at periodic intervals such as every month, once in 3 months or even random months with the corresponding date and time.

Note: Schedules that previously had random intervals, such as January, April, and October, will now be categorized under Yearly schedules. 



Step 2: Add ticket details

Follow the below process to create a ticket:

  1. Click on the Category dropdown and select the appropriate category.

  2. Enter the requester's name or email in the Search a requester field and select the correct requester. 

  3. Enter a summary of the issue.

  4. Provide detailed information about the issue in the Description box.

  5. Choose the required ticket status from the Status dropdown.

  6. If needed, assign an agent by selecting from the Agent dropdown.

  7. Set Impact based on your requirement.

  8. Select the appropriate Group, Department, and Type if applicable.

  9. Click the Save to create the ticket with the specified schedule.