This article will cover how to automatically create a ticket on a recurring basis within Zendesk, which is ideal for routine tasks that would have otherwise required you to manually create the ticket every time.

With recurring tickets, you can pre-define any field in your Zendesk including standard subject, ticket description, requester, assignee, etc.. and all custom fields to be set on the recurring tickets so that the ticket is ready for you to complete your task as soon as it's created.

 

For admins: please ensure the app  has been opened on the left colored pane in Zendesk and the API authorised by an administrator of Zendesk.

Topics covered in this article:

 

Create a ticket template

Ticket templates are usually created when the same information would need to be used across several schedules. If your ticket schedule is unique and does not require other schedules to have the same information, you can skip this step and proceed to create a ticket schedule below.

To create a ticket template, in the Recurring Tickets app, click Ticket templates in the left side menu and then click Add ticket template on the top right.

Within the ticket template, define the following:

  • Name of your template
  • Ticket definition - specify which ticket fields will be populated in your recurring tickets. Requester, subject & comment fields are mandatory. All standard and custom fields are available to be populated.

Note: All of our forms accept Zendesk placeholders & liquid markup but we have made this easier for you if you click + or </> on the right of the field, it will also provide you with a drop down of all fields in your Zendesk that you can add with 1 click!

Click Create ticket template.

 

Create a ticket schedule

In the Recurring Tickets app, click Ticket schedules in the left side menu and then Add ticket schedule on the top right.

Within ticket schedules, first create how often you require your recurring tickets.

  • Name of your schedule.
  • Ticket schedule - specify how often you require tickets to be created from 1 per hour to annually.
    • When selecting weekly, you are able to select which days of the week the tickets will be created. Eg. only on Mondays, Wednesdays & Fridays.
    • When selecting monthly, you can select which date of the month, or which day of the month the tickets will be created. Eg. every second Monday or every last Friday.

Next, create your ticket definition.

This can be either a ticket template as created above, or you can fill out the form with the ticket fields that will be populated in your recurring tickets. 

If you use a ticket template, you are also able to add additional fields during this step as ticket field overrides.

Remember: Zendesk placeholders & liquid markup are accepted and we have made this easier for you if you click + or </> on the right of the field.

Additional actions

Our Recurring Tickets app also allows you to clone, disable and test out your settings. To do this, simply click on the 3 dot ellipsis and select:

  • Clone - will create a new schedule or ticket template with the same information.
  • Disable - will disable the current schedule until it is enabled again. The status green bell icon will change to red.
  • Run now - will let you test the current schedule and create a ticket right away. A pop-up in the top right of your Zendesk will provide you with a link to the ticket that has been created.

  • Next event - also within the Ticket schedules page in the app, you are able to see when the next time your schedules will run.


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