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Shout Help Center

Create a scheduled ticket rule

A Scheduled ticket rule checks the selected inbox periodically and runs for tickets that meet your conditions after the chosen amount of time. It is useful for reminders and escalations that should happen after a delay rather than immediately.

New Action starter chooser showing the ticket starter used before scheduling a rule

How do I set the waiting time?

Section titled “How do I set the waiting time?”
  1. Create an inbox rule and choose Scheduled ticket rule as its starter.
  2. In Time since, choose the event that starts the clock:
    • Customer started waiting
    • Last team reply
    • Last customer reply
    • Ticket created
  3. Enter a duration and choose Hours or Days.
  4. Add the conditions and steps, then save and enable the rule.

The maximum duration is 87,600 hours or 3,650 days. The scheduler checks inbox tickets every 15 minutes, so a matching ticket may run shortly after its time threshold rather than at the exact second it is reached.

Will the same ticket run repeatedly?

Section titled “Will the same ticket run repeatedly?”

No. Each ticket that matches a scheduled rule is run once for that rule. A ticket that does not match yet can be checked again on a later scheduler pass; once it matches and runs, the same rule does not run again for that ticket.