Overview
Recurring ticket templates let you schedule routine work — monthly maintenance visits, patch cycles, quarterly reviews — so the tickets are created automatically on a set schedule. This removes the need to manually create repetitive tickets and ensures nothing falls through the cracks.
How recurring tickets work
You create a template once with all the default settings. PSA creates a real ticket from that template on the schedule you define. The new ticket behaves exactly like any manually created ticket — it gets a ticket number, SLA clocks start, and automation rules run.
Set up a recurring ticket template
- Go to Service Desk > Recurring Templates (or Settings > Recurring Templates depending on your navigation).
- Click New Template.
- Enter a title — this becomes the title of every generated ticket.
- Add a description with instructions for the technician.
- Set the priority.
- Set the company and optionally the contact this ticket belongs to.
- Optionally link a contract so time logged on the generated tickets feeds into the right billing cycle.
- Set the assigned to field to pre-assign the ticket when it is created.
- Add tags if needed for filtering or automation.
- Set the schedule — choose a frequency (daily, weekly, monthly, or a custom schedule).
- Toggle Active to enable or disable the template.
- Click Save.
PSA will create the next ticket at the next scheduled time and record when it last ran.
Frequency options
| Option | When a ticket is created |
|---|---|
| Daily | Every day at the scheduled time |
| Weekly | Same day every week |
| Monthly | Same date every month |
| Custom | Any other repeating schedule you define |
Each template shows when it last created a ticket and when the next one is due. After each ticket is created, the next run moves forward automatically.
Auto-assignment
Set the Assigned to field on the template to automatically assign every generated ticket to a specific technician. Leave it blank if you want the ticket to land unassigned in the queue for any tech to claim.
Automation rules can also pick up recurring tickets on creation and route them based on company, priority, or queue — just like tickets you create by hand.
Pause or stop a template
- Set the template to Inactive to stop generating tickets without deleting the template.
- Set it back to Active to resume.
- Delete the template if the recurring work is permanently done.
Toggling a template inactive does not affect tickets already created from it.
Common questions
Does a recurring ticket inherit the SLA from the company's policy?
Yes. The generated ticket gets the company's SLA policy applied the same way any new ticket would, based on the priority set on the template.
Can I have multiple recurring templates for the same client?
Yes. Each template is independent. A client can have separate templates for weekly check-ins, monthly patching, and quarterly reviews.
What happens if a generated ticket is still open when the next one is due?
PSA creates the new ticket regardless. You may end up with two open tickets for the same recurring task. Review your schedule frequency to match how often the work is actually completed.