Within Teamwork Desk, you can schedule new tickets and replies to existing tickets be sent at a specific point in time.
Note: Scheduled replies are available on Premium subscriptions and above.
The ability to schedule tickets and replies will depend on each agent's permissions on your site.
- Agents in training cannot
schedule replies or new tickets.
- Options to edit or cancel pending
scheduled replies are only available
the creator of the scheduled reply and
- The ability to force send a scheduled
reply is only available to the
creator of the scheduled reply and
You can schedule responses to customers either as a new ticket or as a reply on an existing ticket.
When scheduling a response, you will be able to set:
- Time zone on which the
ticket or reply send date and time
should be based.
- New ticket
choose a ticket status to be applied
to the ticket when the scheduled reply
- Note: This field is
only visible in the scheduling
modal for replies on existing
tickets. Ticket status for new
scheduled tickets can be set in
the new ticket
- Date and
Time- select a
future date and time at which to send
note - add
an internal note to be applied to the
ticket to give other agents context as
to the pending response.
Viewing and managing scheduled
In the main Tickets area of your site, you can access pending scheduled tickets via the Scheduled subsection of the left navigation pane.
Clicking the Scheduled menu item will expand it to show separate subsections for scheduled tickets and replies. Select either option to view a list of the associated tickets.
While viewing any list of tickets on your site, tickets with pending scheduled replies will display a clock icon to the right of the subject line. You can hover over this icon to see details of the scheduled reply.
For more information, see: Scheduling Tickets