Applying Recommendation Schedules to Auto-Processed Tickets

Purpose/Overview

Auto-Process Recommendation Schedules allow you to delay the automatic application of processing rules, giving your team time to review tickets manually before automation is triggered.

This delay helps ensure that important tickets are reviewed by staff when possible, while still allowing automation to step in and keep workflows moving if no action is taken within the configured timeframe.
You can also configure override options to automatically apply recommendations under certain conditions—such as after hours, weekends, or holidays—when manual review may not be feasible. This flexibility allows you to balance review opportunities with operational continuity.

Navigation Path:

To access this feature: > Administration > Ticket Management > Auto Processing > Go to Apply Recommendation Schedules), click Add Schedules By Codes or Add Schedules By Ticket Types

Things to Know:

• To use this feature as intended, make sure the "Apply Auto-Processing Results after Configured Amount of Time" option is enabled under Administration > General > Options.
• Responses are excluded from this behavior by default. If you need this applied to auto-responses as well, contact your Sales AE to have this enabled.

Key Benefits/Use Cases:

• Catching high-priority tickets before auto-processing:  A ticket comes in that needs a human eye before automation acts — the review delay gives staff that window, so nothing important gets auto-processed without a chance for manual intervention. 
• Maintaining coverage during off-hours, weekends, and holidays: No staff available to review tickets outside business hours — override settings apply recommendations automatically during these windows, keeping workflows moving without gaps in processing. 
• Gradual automation rollout: Your team is still building trust in automation rules — the review delay acts as a safety net during that transition, letting you phase out manual review entirely once confidence is established. 

How It Works:

Follow these steps to setup or enable:

1. Select Registration Codes or Ticket Types: On the Add Auto Process Recommendation Schedules page, use the search box or pagination links to choose the registration codes or ticket types this schedule will apply to. 
2. Choose your Recommendation Overrides: Select one, multiple, or none of the available override options, depending on your needs. Overrides give you flexibility to apply recommendations differently based on when a ticket is received: 
   • Apply recommendations when tickets are received — applies the recommendation setup from the Auto Processing rule as tickets come in.
   • Apply recommendations immediately if tickets are received after hours on weekdays — skips the delay for tickets received outside normal weekday business hours.
   • Apply recommendations immediately if tickets are received on weekends — skips the delay for tickets received on weekends.
   • Apply recommendations immediately if tickets are received on holidays — skips the delay for tickets received on configured holidays.
   • Apply recommendations if tickets have not been processed by the end of the business hour — automatically applies recommendations if no action is taken within one business hour of receipt.
3. Set the Amount of Time (for cases where no override applies): Specify how long tickets should remain in "Pending Your Research" status before auto-process recommendations are applied. This delay is calculated from either: 
   • Created — the date the ticket was created in the system,
     OR
   • Taken — the date from the ticket's Taken Date/Time field.
4. Click Add to save the schedule. 

Related Features/Next Steps:

• Auto Response
• Auto Processing Introduction

FAQ/Troubleshooting:

Q: Recommendations aren't being applied when I expect them to be 

A: likely cause: an override is unintentionally active and taking precedence over the configured delay time, or the ticket doesn't match the selected registration codes/ticket types. 

Q: My holiday override isn't working 

A: likely cause: the expected holiday needs to be configured separately elsewhere in the system; check out Business Hours & Holidays

Questions?  Contact us!