2026 | Ticketing System 2.0

Explore the Ticketing System 2.0
 

📲 What's New?

Today, we’re introducing a major update that we’ve been preparing for many months. In early 2026, Timly will open a new chapter with a redesigned version of its ticketing system.

This update offers a more intuitive and efficient interface and experience, and we’ll guide you step by step through this transition.


In this guide, you’ll find:
- Detailed tutorials
- A demonstration video
- Key information 
A comparison table

Note:
This guide is general and includes screenshots from the Essential, Standard, and Pro ticketing systems.
To see the features included in your plan, visit the “Table: The Ticketing System” section. (ADD THE LINK ONCE PUBLISHED)

📚 Tutorial: Creating a Ticket Category And a Ticket Template

Note: 

• “Ticket types” are now called “ticket templates”
• Ticket categories and ticket templates are now on a single page

As a Timly administrator, the first required step before creating tickets is to create ticket categories and ticket templates. 

• Ticket categories help structure tickets
• Ticket templates help standardize and simplify ticket creation
   

To create your ticket categories and templates, click "Settings", then "ticket Templates".

Step 1: Create a Ticket Category

To create ticket categories:
- Click "Add Category" in the template overview
- Enter its name in the "Description" tab
- Set its position by entering the corresponding number in the "Position" tab

Step 2: Create a Ticket Template

To create a ticket template:
- Click "New Template" in the template overview
- Fill in the fields
 

"Overview" Tab: 

• "Title": Enter the title for your ticket template
• "Category": Select the ticket category for this template. If no category is selected, the template will default to “Uncategorized”
• "Repetitions": If this template is for recurring tickets, select the desired frequency. For a custom frequency, click Other and specify the duration
• "Notification": Set when the responsible people should be notified before the ticket’s due date
• The checkboxes "Ticket assignee", "Item assignee", and "Item responsible" allow you to choose who will receive the email notification
• "Instructions": Add any instructions you want to appear in each ticket created from this template
• "Files": Add files—documents, photos, etc.—to automatically include them in tickets from this template

"Tasks" Tab: 

Note: Ticket “fields” are now called “tasks”.

- Click "Add task"

• "Name": Enter the task name
• "Data type": Select the data type—checkbox, URL, date, yes/no, etc.—for this task
• "Field mandatory": Determine if this task is mandatory and at which step
• "Additional Information": Add instructions if necessary

"Escalation process" Tab: 

- Click "Add person"

• "User": Select the person to be notified if a ticket created from this template is overdue
• "Notification": Set when the responsible people should be notified if a ticket is late

📚 Tutorial: Creating a Ticket

Method 1: From an Item Page

To create a ticket from an item page:

• Go to the item page (ADD THE LINK) from the inventory overview or by scanning the item’s QR code)
• Scroll to the "Open Tickets" section
• Click "+ Ticket"

- Choose a ticket template
- Optional: search for the template name or click a ticket category to find it faster

- Fill in the fields:

• "Title": Enter the ticket title
• "Ticket status": Select the ticket status
• "Ticket category": If not done already, choose a ticket category
• "Scheduled Ticket": Check if you want to add a due date
  • "Due date": Select when the ticket should be completed
  • "Notification": Choose how many days, weeks, months, or years in advance to send an email reminder
• "Assigned to": Select one or more responsible people; they will receive the reminder
• "Priority": Set the ticket priority: Low, Medium, or High (tickets can be filtered by priority in the overview)
• "Instructions": Optional; add instructions if necessary
• "Items": Add items to this ticket (search via the magnifying glass or scan the QR code; remove with the trash icon)
• "Files": Add or remove files for this ticket

Method 2: From the Ticket Overview Page

To create a ticket from the ticket overview page:
- Click "Tickets" > "Open Tickets", "Tickets assigned to me", or "All tickets"
- Click "+ Ticket"
- Choose a ticket template
- Optional: search for the template name or click a ticket category

- Fill in the fields:

• "Title": Enter the ticket title
• "Ticket status": Select the ticket status
• "Ticket category": If not done already, choose a ticket category
• "Scheduled Ticket": Check if you want to add a due date
  • "Due date": Select when the ticket should be completed
  • "Notification": Choose how many days, weeks, months, or years in advance to send an email reminder
• "Assigned to": Select one or more responsible people; they will receive the reminder
• "Priority": Set the ticket priority: Low, Medium, or High (tickets can be filtered by priority in the overview)
• "Instructions": Optional; add instructions if necessary
• "Items": Add items to this ticket (search via the magnifying glass or scan the QR code; remove with the trash icon)
• "Files": Add or remove files for this ticket

📚 Tutorial: Creating a Repeatable Ticket

Method 1: From an Item Page

To create a repeatable ticket from an item page:
- Go to the item page (ADD THE LINK)
- Scroll to "Open repeatable tickets"
- Click "+ Repeatable Ticket"
 

- Choose a recurring ticket template
- Optional: search by name or category
 

- Fill in the fields.

• "Title": Enter the ticket title
• "Ticket status": Select the ticket status
• "Ticket category": If not done already, choose a ticket category
• "Due date": Select when the ticket should be completed
• "Notification": This information is set in the ticket template
• "Repeats": This information is set in the ticket template
• "Assigned to": Select one or more responsible people; they will receive the reminder
• "Priority": Set the ticket priority: Low, Medium, or High (tickets can be filtered by priority in the overview)
• "Instructions": Optional; add instructions if necessary
• "Items": Add items to this ticket (search via the magnifying glass or scan the QR code; remove with the trash icon)
• "Files": Add or remove files for this ticket

Method 2: From the Ticket Overview Page

To create a repeatable ticket from the ticket overview page:
- Click "Tickets" > "Open Tickets", "Tickets assigned to me", or "All tickets"
- Click "+ Repeatable ticket"
- Choose a ticket template
- Optional: search for the template name or click a ticket category

- Fill in the fields.

• "Title": Enter the ticket title
• "Ticket status": Select the ticket status
• "Ticket category": If not done already, choose a ticket category
• "Due date": Select when the ticket should be completed
• "Notification": This information is set in the ticket template
• "Repeats": This information is set in the ticket template
• "Assigned to": Select one or more responsible people; they will receive the reminder
• "Priority": Set the ticket priority: Low, Medium, or High (tickets can be filtered by priority in the overview)
• "Instructions": Optional; add instructions if necessary
• "Items": Add items to this ticket (search via the magnifying glass or scan the QR code; remove with the trash icon)
• "Files": Add or remove files for this ticket

📚 Tutorial: Creating a Blank Ticket (NEW)

You can now create a blank ticket (repeatable or not), which is not linked to any template or category by default.

Create a blank ticket:

- From an item page:

• Click "+ Ticket" or "+ Repeatable ticket"
• Select "Blank ticket"

- From the Ticket Overview Page:

• Click "+ Ticket" or "+ Repeatable ticket"
• Select "Blank ticket"

Then fill in the ticket according to your needs.

🎥 Ticketing System 2.0: Tour (VIDEO)

🎯 Key information

• "Ticket types" are now called "ticket templates"
• Ticket "fields" are now called "tasks"
• NEW: You can now create, manage, and edit your ticket categories and templates on a single page
• NEW: You can now create "blank tickets"
• The interface and user experience are more efficient and intuitive

⭐ Table: Ticketing System

Focus: the ticketing system table, section by section

- Ticket creation -

- Ticket templates -

- Accountability & Tracking -

- Reminders -

- Workflow -