Recurring Tickets

Set up a ticket once and let FyneDesk open it automatically on a repeating schedule — perfect for routine, predictable work.

What is Recurring Tickets?

Some support work happens on a predictable rhythm — the same task, over and over, on the same day or time. Recurring Tickets lets you set that work up once, and FyneDesk opens a fresh ticket for it automatically every time it's due. You decide what the ticket says and when it should repeat, and the app does the rest.

Think of it like a recurring reminder, except instead of a reminder you get a real, ready-to-work ticket — already assigned, prioritized, and tagged. A few real examples:

• Every Monday at 8:00 AM: "Check the overnight backups." A ticket lands in your IT team's queue first thing each week.
• The 1st of every month: "Review software licenses." A ticket opens so nobody forgets the monthly check.
• Every quarter: "Run the security audit." A bigger recurring task that's easy to lose track of without a nudge.

If your team manually creates the same ticket again and again, that's exactly what this feature is for.

Before you start

• Recurring Tickets is a Pro feature. It's available on the Pro plan, during the Pro free trial, and on the Business plan. It is not available on the Free plan.
• An Admin turns it on once for your whole organization. Until that happens, schedules won't create any tickets. (An Admin has full settings access; an Agent is a team member who works tickets.)
• After it's switched on, Admins can always create and manage schedules. Agents can too — as long as the Admin leaves agent access turned on, which it is by default.

Step 1 — Turn on Recurring Tickets (Admin, one time)

This is a one-time switch. You only need to do it once for your organization.

1. 1Go to Settings → Automations.
2. 2Find the "Recurring tickets" control and switch it ON.
3. 3(Optional) Use the "Agents can manage recurring schedules" toggle — leave it on to let agents create and manage schedules, or turn it off to keep that admin-only.

Step 2 — Open the Recurring area

This is where all your schedules live.

1. 1Go to the Tickets page.
2. 2Click the "Recurring" button at the top of the page. (There's also a shortcut card in Settings → Automations.)

The Recurring screen lists every schedule you've created. For each one you'll see its name, a plain-English summary of when it runs (for example, "Every 2 weeks on Mon & Thu, 8:00 AM"), the next run, the last run, and a status: Active, Paused, or Ended.

Step 3 — Create your first schedule

Click Create (or New schedule) to open the form. We'll walk through every field in order, building one real example as we go.

1. Name

A short label so you can recognize the schedule later. Example: Weekly backup check

2. Repeats

Choose how often the ticket should open — Daily, Weekly, Monthly, or Yearly — and how often within that (the "every N" setting, e.g. every 2 weeks):

• Daily: every day (or every N days).
• Weekly: pick one or more weekdays — for example, Mon only, or Mon + Thu.
• Monthly: either a day of the month (e.g. the 1st — if a month is shorter and doesn't have that day, it uses the last day), or a pattern like "the 2nd Tuesday" or "the last Friday."
• Yearly: a specific month and day (e.g. January 15).

Example: Repeats Weekly, every 1 week, on Monday.

3. Time(s) of day

Pick one or more times the ticket should open. You can set just one time, or several (for example, 9:00 AM and 5:00 PM). Times always use your organization's timezone, and daylight-saving changes are handled for you automatically — 8 AM stays 8 AM all year. Example: 8:00 AM.

4. Starts on

The first date the schedule is allowed to begin running. Nothing happens before this date. Example: today's date.

5. Ends

• Never — it keeps running indefinitely.
• On a specific date — it stops after that date.
• After a set number of tickets — it stops once it has created that many.

Example: Never.

6. If a previous ticket is still open

Sometimes the next ticket comes due before the last one was finished. You decide what happens:

• Create the next one anyway (the default) — you'll get the new ticket regardless.
• Skip until the open one is closed — no new ticket until the previous one is done, so they don't pile up.

7. Ticket details (the template)

This is the "blueprint" every generated ticket is built from. Fill it in once, and every ticket the schedule creates will look like this:

• Title and Description — what the ticket says.
• Type — Incident (something's broken) or Service Request (a routine ask) — and Priority.
• Team and Assignee — pick a specific person, or choose "rotate across a team" (round-robin: each new ticket goes to the next person on the team in turn, so the work is shared evenly).
• Tags — labels to help you find and organize the tickets.
• Custom fields — any extra fields your organization has set up. (A custom field is an extra piece of info added to tickets, like "Location" or "Asset ID.")
• Due date — optionally set "due N days after it opens" so each ticket gets a deadline.

8. Preview

Before you save, the form shows the next 5 dates this schedule will run, so you can double-check you got it right. For our example, that's the next five Mondays, each at 8:00 AM.

Step 4 — Preview and save

Take one last look at the Preview dates. Do they match what you expected? If the dates or times look off, adjust Repeats, Time(s), or Starts on until the preview is right. When you're happy, click Save. Your schedule is now Active and will create its first ticket at the next date shown in the preview.

Step 5 — Manage your schedules

From the Recurring screen, each schedule has its own set of actions:

• Pause / Resume — temporarily stop a schedule without deleting it. Resume picks up from the next future date (it won't make up the runs it missed while paused).
• Run now — create one ticket immediately. Great for testing a brand-new schedule.
• Duplicate — copy a schedule as a starting point for a new one. The copy starts paused so you can review it first.
• Edit — change the schedule. By default, changes apply to future tickets only; there's an option to "also update tickets it already created that are still open."
• Delete — remove the schedule entirely.
• History — see what the schedule has done: which tickets it created, which it skipped (because a previous one was still open), and any failures — with links straight to the tickets.

Understanding the tickets it creates

The tickets a schedule creates are completely normal tickets — your team works them just like any other. A few specifics worth knowing:

• Each one gets its own ticket number, opens with the status "New," and carries everything from your template (priority, team, assignee, tags, custom fields, due date).
• Its SLA timer starts right away. (An SLA is a response or resolution target your team has agreed to — the timer tracks how long you have.)
• The assignee is notified, just like a normal new ticket.
• The ticket's Source shows "Recurring," so you can easily spot and filter these tickets.
• They appear everywhere normal tickets do — the dashboard, ticket lists, and search. Upcoming runs also show on the Calendar, and any ticket with a due date appears there too.
• The requester is the person who created the schedule. These are internal tasks, so no "we got your request" email goes out to any customer.

Tips & best practices

• Name schedules clearly. "Weekly backup check" is easier to scan later than "Schedule 1."
• Start small. Create one schedule, watch it run once or twice, then add more.
• Use "Run now" to test. Don't wait until Monday to find out a schedule works — fire one off and check the ticket looks right.
• Use round-robin for shared duties. "Rotate across a team" spreads recurring work fairly instead of always landing on one person.
• Set a due date so it shows on the Calendar. "Due N days after it opens" gives each ticket a deadline and makes it visible on the Calendar.
• Pick your pile-up rule deliberately. If a task must always be done fresh, "create anyway" is fine; if duplicates would confuse, choose "skip until the open one is closed."

FAQ & troubleshooting