Recurring tickets

Enterprise feature (new in 1.19.1, helpdesk). See the Helpdesk overview.

Some work comes round on a schedule: a monthly backup restore test, a weekly fire alarm test, the quarterly access review. A recurring ticket schedule opens a ticket for it on time, in the right team, so nobody has to remember.

Desk settings → Recurring tickets lists the schedules. Anyone with the desk capability Helpdesk settings manages every team’s schedules; a team lead (Manage people in their teams) manages their own teams’.

Creating a schedule

Choose New schedule and fill in:

• Subject and Description (the ticket’s opening message). Both can use placeholders, filled from the scheduled date:

  Placeholder	Becomes
  {{month}}	December 2026
  {{date}}	Mon 7 Dec 2026
  {{week}}	Week 49, 2026
  {{team}}	The team’s name

  “Monthly backup restore test: {{month}}” opens “Monthly backup restore test: December 2026”.

• Team, and Assign to: the Team’s assignment rules, or one person.

• Repeats (below), and the time of day.

• Priority and due: the ticket’s priority, and No due date or Due in N business days.

• Request type (optional). Its workflow starts as for any request.

• Time zone: The team calendar’s, or another.

Under the pattern, the editor shows the next three dates it will open, with holidays applied. Save the schedule.

Repeats

Repeats	Choose
Daily	Every day at a time
Weekly	On these days, at a time
Monthly	A day of the month (or the Last day), or a weekday in a week of the month (the second Tuesday), at a time
Custom	Every N days or weeks, from a First date, at a time

For a monthly schedule, Only in some months (quarterly or yearly) limits it to the months you tick.

Runs open at their time in the schedule’s own time zone, wherever that is: a 17:00 run in Los Angeles opens at 17:00 there. Times follow local time through clock changes: 09:00 stays 09:00. A time that doesn’t exist on the night the clocks go forward opens an hour later (02:30 opens at 03:30).

Holidays

A run that falls on a holiday in the team’s calendar (a whole-day closure; a part-day closure doesn’t count) can:

• open on the next working day: tick If that day is a holiday for the team, open it on the next working day (the default); or, with it unticked, choose On a holiday:
• Skip that date, or
• Open it anyway.

Each run is checked against the calendar as it is when it falls due, so a holiday added or removed later is respected.

Calendar changes update the next run straight away (1.19.2). Adding, changing or removing a holiday, editing a holiday set or a calendar, or moving a team to another calendar works out the next run of each of that team’s schedules again at once, so the list and the editor’s next three dates always match the calendar. (In 1.19.1 the stored date was corrected only when the run fell due.) A run that is already due is left alone: it is checked against the calendar as it opens.

What a recurring ticket does

A recurring ticket is a new ticket like any other: it goes through the team’s assignment and automations, and its reply targets start when it opens. It has no requester, so nobody gets a “request received” email.

• Open one now opens a ticket from the schedule at once (saving your changes first).
• Schedule is on: turn it off to pause. A paused schedule keeps its settings and opens nothing (Paused in the list). A schedule with no more dates shows Not again.
• Delete schedule: no more tickets open from it. Tickets it already opened stay as they are.

If the helpdesk was down when a run was due, it opens one ticket for the missed run when it is back, then carries on from now. It never opens the same run twice, even with several app instances.

In the audit log

Action	Shown as
helpdesk.recurring.created / .updated / .deleted	Created / Edited / Deleted a recurring ticket schedule
helpdesk.recurring.run	Opened a recurring ticket