Scheduling ticket creation in BoldDesk allows teams to automate recurring tasks, trigger planned workflows, and ensure timely follow-ups without manual effort. Using Scheduled Tickets in Admin Settings, you can configure rules that automatically create tickets on a specific date, time, or recurring interval.

This guide explains how scheduled ticket creation works and provides a complete step‑by‑step setup process.

What Is Scheduled Ticket Creation?

Scheduled Ticket Creation is a feature that automatically generates tickets using predefined schedules.
BoldDesk supports flexible scheduling patterns such as:

• Basic
  • One‑time
  • Weekly
  • Monthly
• Custom CRON-based schedules

Common Use Cases

Scheduled tickets are ideal for automating:

• Routine maintenance requests
• Recurring system health checks
• Onboarding/offboarding tasks
• Weekly/monthly reporting
• Internal reminders
• Security, compliance, or audit workflows

Each scheduled rule creates a new ticket automatically at the configured time.

How to Schedule Ticket Creation in BoldDesk

Step 1. Open the Scheduled Tickets Page

1. Go to Admin Settings.
2. Under Management, select Scheduled Tickets.
   
   
   
   
   

Step 2. Create a New Scheduled Rule

1. Click Add Scheduled Tickets.
2. Enter the required details:

• Rule Name (e.g., Monthly System Maintenance Ticket).
• Add an optional Description for clarity.
  
  
  
  
  

Step 3. Configure the Schedule Mode

BoldDesk supports Basic and Custom (CRON) scheduling options.

Basic Scheduling Options

• One-time
• Weekly
• Monthly

Custom Scheduling (CRON Expression)

• Use CRON expressions for advanced, precise scheduling needs.
  Example: Run every weekday at 6 PM.

Please refer to this article for more details How to Create a Schedule Using Preset and CRON Expression

Click next to proceed.

Step 4. Fill in Ticket Details

Specify the ticket attributes that will be created automatically:

• Brand
• Form
• Requester (internal or external)
• Subject
• Description
• Category
• Priority
• Tags
• Custom fields (if applicable)
  
  
  
  
  

Step 5. Save and Activate

• Click Save to activate the scheduled ticket rule.
• BoldDesk will create tickets automatically according to your configured schedule.

Managing Scheduled Tickets

To allow an admin user to schedule tickets, you need to grant them the appropriate role or permission in the system.

Go to Admin → Roles and Permissions, select the admin user, enable Manage scheduled ticket permission (or assign a role that includes it), and update the changes.

Once permission is granted, you can manage scheduled tickets using the actions below.

These options help you control, monitor, and manage all scheduled ticket activity efficiently.

How to Filter Scheduled Tickets

Filtering is important, especially if you only want to view your scheduled tickets. Follow the steps below to only view the scheduled tickets;

1. Navigate to your ticket filtering page
2. Select Source is Scheduled and apply the filters. This can be achieved both in basic and advanced filters.
   
   
   
   
   
   This will display a list of all scheduled tickets.

Frequently Asked Questions

1. Can I schedule multiple tickets from a single rule?
   No. Each rule creates one ticket per scheduled run. To automate multiple tickets, create separate scheduled rules.

2. Should I schedule multiple tickets to run at the same time?
   No. Avoid scheduling multiple tickets to run at the exact same time, as it can impact overall performance. Stagger the schedules (even by a few minutes) to reduce load and improve reliability.

3. Can scheduled tickets be created for internal use only?
   Yes. Set the requester as an internal user or mark the ticket visibility as Private.

4. Will I be notified when a scheduled ticket is created?
   Notification depends on your email notification settings. Agents and requesters receive emails based on configured events.

5. Can scheduled ticket creation trigger workflows (SLAs, automation rules)?
   Yes. Scheduled tickets behave like normal tickets and follow all configured rules.

6. Can I use placeholders in ticket descriptions?
   No. You cannot insert placeholders.