Recurring Service Task

Recurring Tickets & Tasks Overview

Recurring Tickets & Tasks is a Freshworks Marketplace app for Freshdesk. It automates the generation of repetitive tickets, service tasks, and field appointments on a customized schedule, eliminating manual data entry for routine maintenance, SLA reviews, and recurring client follow-ups.

Core Features:

Flexible Scheduling: Supports daily, weekly, monthly.
Smart Duplication: Copies critical fields (subject, priority, custom fields) from the parent ticket and tags them with recurring-<parentId>.
Field Service Ready: Auto-populates contact details and service locations, assigns field technicians, and creates FSM service tasks.
Proactive Alerts: Posts private notes to parent tickets when appointments begin or end, detailing the technician, customer, and location.
Timezone Aware: Automatically detects browser IANA timezones during install to ensure schedules run accurately across distributed global teams.

How It Works:

Install: Authorize the app using your Freshdesk domain and API key.
Configure: Open any ticket and launch the Create New Rule panel from the sidebar.
Customize: Define the cadence, occurrences, and optional appointment timings.
Deploy: The app creates child tickets or tasks automatically right on time.

Limitations & Boundaries:

Recurrence Cap: Rules are strictly limited to a maximum of 10 occurrences.
Rule Concurrency: Unlimited total rules allowed, but only 1 active rule per ticket.
Prerequisites: Appointment tracking requires the custom fields cf_appointment_start and cf_appointment_end to exist on your Freshdesk account.
Timing & Catch-up: Evaluates within a 5-minute window. If offline, the recovery window only triggers missed alerts from the past 2 hours.

Key Features:

Flexible Scheduling: Allows you to set up a variety of recurrence patterns including daily, weekly, monthly, or customized settings such as "every 3rd Friday," to fit your specific needs.
Smart Duplication: Automatically copies essential ticket information such as subject, priority, and custom fields from the original ticket, while tagging them with a unique identifier to maintain organization.
Field Service Ready: Simplifies field service operations by auto-filling contact details and service locations, assigning technicians, and generating service tasks effortlessly.
Proactive Alerts: Enhances communication by posting private notes to parent tickets at the beginning and end of appointments, providing detailed insights about the technician, customer, and location.
Timezone Aware: Ensures accuracy in scheduling by detecting browser IANA timezones during installation, facilitating effective coordination across global teams.

Advantages:

Increased Efficiency: Automates repetitive ticket generation and service task scheduling, allowing your team to focus on higher-value activities without the burden of manual entry.
Enhanced Customer Satisfaction: By ensuring timely follow-ups and service delivery through automated tasks, you can significantly improve client interactions and satisfaction levels.
Improved Organization: Smart duplication and field service readiness help keep your ticketing system organized and streamlined, enabling better tracking and management of recurring tasks.

In conclusion, if you are looking to simplify your workflow, enhance client engagement, and optimize your team's productivity, the Recurring Tickets & Tasks app is your ideal solution. Install the app today to transform how you manage your recurring tasks in Freshdesk and see the difference it makes in your service delivery.

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