Using Ticket Timers

Ticket timers automate actions on Support Manager tickets.
With a timer you can:

• Change ticket status, priority, department or owner
• Schedule an automated follow‑up post (staff, public or private)
• Send a notification email to an admin user

The timer runs at the date and time you set, unless it is removed by a reply (see Auto‑remove on reply).

How to Create a Ticket Timer

1. Open the ticket you want to schedule an action for.
2. Click the “Ticket Timers” link in the upper‑right corner.
3. In the popup, switch to the “Add Timer” tab.

• Date & Time – Pick when the timer should fire.
• Ticket Settings – Choose which fields (status, priority, etc.) to change.
• Auto‑remove on reply – If set to Yes, the timer is canceled when a client replies; if No, it runs regardless of ticket changes.

Update Ticket (optional)

• Create a staff follow‑up, public or private comment.
• Set From, Subject and Body.
• Staff follow‑ups are emailed to the ticket author; comments are not.

Send Notification (optional)

• Select or edit an admin recipient.
• Set Subject and Body.
• Notifications are not added to the ticket’s post history.

When you’re finished, click “Add Timer” at the bottom to schedule the event.

How to Delete a Ticket Timer

1. Go to the “Timers” tab of the ticket.
2. Tick the checkbox next to the timer you want to remove.
3. Click “Delete Selected” at the bottom of the page.

Deleting a timer cancels all actions that were scheduled for it.