---
title: "2026 | Ticketing System 2.0 for Users With the Deadline Feature"
url: "https://help.timly.com/en/article/2026-ticketing-system-2-0-with-deadlines"
language: "en"
last_updated: "2026-08-25T15:32:10.482Z"
---

# 2026 | Ticketing System 2.0 for Users With the Deadline Feature

**Explore the Ticketing System 2.0**  
 

### **➡️ Your Ticketing System Is Evolving**

  
Today, we’re introducing a **major update** that's been in the making for months. In early 2026, Timly will enter a new era with the launch of an **upgraded ticketing system—now** **fully integrated with deadline management** for a smoother, more efficient workflow.

This new system delivers a **unified, intuitive interface** designed to simplify how you create, track, and manage tickets.

We will guide you step by step through this evolution to give you **all the tools and knowledge you need to make the most of your new ticketing system**.

  
👉 [**Click here to watch the Ticketing System 2.0 in action!**](https://help.timly.com/en/article/2026-ticketing-system-2-0-with-deadlines#%F0%9F%8E%A5-ticketing-system-2.0:-tour-(video)) 👈

## TUTORIALS: **The Current Ticketing System**

  
\- **Ticket Category Creation** - 

![](https://cdn-assets.productfruits.com/cfedcf8e-09d2-4922-89d7-044042534658)

The process for creating ticket categories in the current ticketing system:  
\- Go to “**Settings**” → “**Ticket categories**”  
\- Click “**\+ Create new**”, fill in the fields, and configure the settings for each ticket category

➡️ To explore the **ticket category creation process in the new ticketing system** [**click here**](https://help.timly.com/en/article/2026-ticketing-system-2-0-with-deadlines#step-1:%C2%A0create-a-ticket-category)**.**  
 

\- **Ticket Templates Creation** - 

![](https://cdn-assets.productfruits.com/10e9b11e-0e83-4722-aa84-974df6387ce9)

The process for creating ticket templates in the current ticketing system:  
\- Go to “**Settings**” → “**Ticket templates**”  
\- Click “**\+ New template**”, fill in the fields, and configure the settings for each ticket template

  
  
![](https://cdn-assets.productfruits.com/6e18aaa2-6790-4dc1-8388-9b1b40579285)

*Ticket template creation page (current ticketing system)*  
  
  
➡️ To explore the **ticket template creation process in the new ticketing system**, [**click here**](https://help.timly.com/en/article/2026-ticketing-system-2-0-with-deadlines#step-2:%C2%A0create-a-ticket-template).

\- **Ticket Creation** - 

![](https://cdn-assets.productfruits.com/a6d9305b-d0c1-4270-9804-892e0afbdd4c)

The process for creating a ticket in the current ticketing system:  
\- Go to “**Tickets**” → “**\+ Ticket**”  
\- Select a **ticket category**

![](https://cdn-assets.productfruits.com/2207d7fd-be9a-4fe4-b0a8-7de5226f552d)

*Ticket creation page (current ticketing system)*  
  
  
➡️ To explore the **ticket creation process in the new ticketing system**, [**click here**](https://help.timly.com/en/article/2026-ticketing-system-2-0-with-deadlines#%F0%9F%93%9A-creating-a-ticket).  
 

\- **Repeatable Ticket Creation** - 

![](https://cdn-assets.productfruits.com/c6e8ff3c-1a15-40a6-bbb5-4b729ab8fa57)

The process for creating a repeatable ticket in the current ticketing system:  
\- Go to “**Tickets**” → “**\+ Repeatable Ticket**”  
\- Select a **ticket template**

![](https://cdn-assets.productfruits.com/3c193f0c-7de7-481e-bacb-1a4b781f3449)

*Repeatable ticket creation page (current ticketing system)*  
 

  
➡️ To explore the **repeatable ticket creation process in the new ticketing system**, [**click here**](https://help.timly.com/en/article/2026-ticketing-system-2-0-with-deadlines#%F0%9F%93%9A-creating-a-repeatable-ticket).

## TUTORIALS: **The New Ticketing System**

### 📚 **Creating a Ticket Category and a Ticket Template**

Note: 

-   Ticket categories and ticket templates are now managed on a **single page**

As a Timly administrator, the first 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  
     

![](https://cdn-assets.productfruits.com/36fbd877-fdb0-4325-b45a-344c4bf53915)

To create your ticket categories and templates, click "**Settings**", then "**Ticket templates**"

#### Step 1: **Create a Ticket Category**

![](https://cdn-assets.productfruits.com/d5dfa584-8660-4801-97a9-7917edd52b84)

Examples of ticket categories:

-   Inspections
-   IT
-   Maintenance

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

#### Step 2: **Create a Ticket Template**

Examples of ticket templates:

-   Incident report
-   Maintenance request
-   Software update request
-   Periodic general inspection 

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

"**Overview**" Tab: 

![](https://cdn-assets.productfruits.com/bf8d79d5-5b9b-4361-881d-c48f54827af5)  
 

-   "**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 repeatable tickets, select the desired frequency. For a custom frequency, click "**Other"** and specify the duration
-   "**Notification**": Set when 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 created from this template

SETTINGS

-   "**Ticket without items**": Enable this option to allow tickets created from this template to be created without linked items.
-   "**Require signature on closing**": Enable this option to require a digital signature before tickets created from this template can be closed. 

STATUS OF ADDED ITEMS

-   "**On adding to the ticket**": Define the status automatically assigned to items when they are added to tickets created from this template.
-   "**On completing the ticket**": Define the status automatically assigned to items linked to tickets created from this template when those tickets are completed. 

#### Focus: Item Statuses in Ticket Templates:

You can choose from the following item statuses: 

-   "**No change**" : The item keeps its current status, regardless of its initial state. 
-   **Timly item statuses**: "**Active**", "**Defective**", "**Missing**", "**Inactive**". 
-   **Custom item statuses**: You can create custom item statuses for your organization by going to "**Settings**" > "**Inventory module**", then scrolling to the **Statuses** section.   
     

*Example:*   
For a ticket template dedicated to items that need repair, you can configure items added to tickets created from this template to:

-   Automatically change to "**Under repair**" (custom status) when the ticket is created. 
-   Automatically change to "**Active**" (Timly status) when the ticket is completed.

TEMPLATE AVAILABLE FOR 

-   "**Available for all categories**" : Click "**\+ Select**" to choose the item categories this ticket template is available for. If no categories are selected, the template will be available for all categories. 
-   "**Available for all org units**": Click "**\+ Select**" to choose the organizational units this ticket template is available for. If no organizational units are selected, the template will be available for all organizational units. 

  
"**Tasks**" Tab: 

![](https://cdn-assets.productfruits.com/30a31809-e0a3-4241-9d90-84581a0c53d6)

*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**": Specify whether this task is required and, if so, at which step
-   "**Additional Information**": Add instructions if necessary

"**Escalation process**" Tab: 

![](https://cdn-assets.productfruits.com/4e3c64d6-e15a-4f71-ab12-81664f740f13)

\- Click "**Add person**"

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

"**Responsible**" Tab:

![](https://cdn-assets.productfruits.com/c211963c-fa05-4bb5-ae18-5d07b85e836e)

-   "**Define template responsibles**": In the dropdown menu, select the person responsible for this ticket template across all organizational units
-   "**Responsibles per org unit**": Click "Add a responsible by organizational unit" to assign a responsible person for each organizational unit

### 📚 **Creating a Ticket**

Examples of tickets:

-   Report a stolen item
-   Repair following a breakdown

#### Method 1: From an Item Page

![](https://cdn-assets.productfruits.com/bf3da9c4-d060-4773-acfd-a59c2ed92ba8)

To create a ticket from an item page:

-   Go to the [**item page**](https://help.timly.com/en/article/timly-glossary#%F0%9F%93%96-item-page) from the inventory overview or by scanning the item’s QR code)
-   Scroll to the "**Open Tickets**" section
-   Click "**\+ Ticket**"

![](https://cdn-assets.productfruits.com/bac560ab-59af-4dea-84e6-543444d7a313)

  
\- Choose a **ticket template**  
\- *Optional: S*earch for the template name or click a ticket category to find it faster

![](https://cdn-assets.productfruits.com/dee2d767-2f79-42a4-82be-dbabaa7c0ddc)

  
\- 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 this box if you want to set 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

![](https://cdn-assets.productfruits.com/1e040d7e-4b81-4d80-873f-0cc63e9ec8d4)

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

![](https://cdn-assets.productfruits.com/841c0050-5617-4060-bb3f-194a74bde69c)

  
\- 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 this box 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

### 📚 **Creating a Repeatable Ticket**

Examples of repeatable tickets:

-   Calibration
-   Safety equipment inspection
-   Visual inspection
-   Monthly preventive maintenance

#### Method 1: From an Item Page

![](https://cdn-assets.productfruits.com/b5202618-8add-40d3-80c3-d0ed1fc716f3)

To create a repeatable ticket from an item page:  
\- Go to the [**item page**](https://help.timly.com/en/article/timly-glossary#%F0%9F%93%96-item-page)  
\- Scroll to "**Open repeatable tickets**"  
\- Click "**\+ Repeatable Ticket**"  
 

![](https://cdn-assets.productfruits.com/1d9a19ac-01bb-4896-bf5c-e88097aee442)

\- Choose a repeatable ticket template  
\- *Optional*: Search by name or category  
   
  
![](https://cdn-assets.productfruits.com/1af54f39-ba1f-4f2c-bbaf-0e15c690599e)

\- 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

![](https://cdn-assets.productfruits.com/b49779e1-b42b-4694-bc8a-ae819c272349)

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

![](https://cdn-assets.productfruits.com/afdef23e-dc08-457f-8c42-90c68d931984)

\- 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

### 📚 **Creating a Blank Ticket** (NEW)

![](https://cdn-assets.productfruits.com/02fbfb46-3a9d-48e9-aaa7-176aebe04d6c)

  
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)**

[Embedded content](https://www.loom.com/embed/db31f0a33f9545fdbaab40789bdee3dc)

### **🎯** **Key information**

-   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  
      
     

What is the difference between a ticket and a repeatable ticket?

-   **Ticket:** A ticket is created to manage one-time requests, such as a repair or an exceptional intervention. It does not repeat over time.
-   **Repeatable ticket:** A repeatable ticket is created to ensure regular follow-up, ideal for tasks such as preventive maintenance. Once completed, an identical ticket is automatically created with the same specifications.

### **⭐** Table: **Ticketing System**

| **Feature** | **Ticketing System Essential** | **Ticketing System Standard** | **Ticketing System Pro** |
| --- | --- | --- | --- |
| **Add documents to tickets** | ❌ | ✅ | ✅ |
| **Add due dates to tickets** | ✅ | ✅ | ✅ |
| **Add ticket watchers** | ❌ | ✅ | ✅ |
| **Assign tickets to several persons** | ✅ | ✅ | ✅ |
| **Automatically assign tickets** | ❌ | ✅ | ✅ |
| **Automatically mark items as defective** | ❌ | ✅ | ✅ |
| **Comment on tickets** | ❌ | ✅ | ✅ |
| **Create categories for ticket templates** | ❌ | ✅ | ✅ |
| **Create PDF exports** | ❌ | ❌ | ✅ |
| **Create repeatable tickets (Maintenance Manager)** | ❌ | ✅ | ✅ |
| **Create tasks** | ❌ | ✅ | ✅ |
| **Create tickets for single items** | ✅ | ✅ | ✅ |
| **Create ticket templates** | ❌ | ✅ | ✅ |
| **Create tickets with multiple items** | ❌ | ✅ | ✅ |
| **Create tickets without items** | ❌ | ✅ | ✅ |
| **Require signature to complete tickets** | ❌ | ✅ | ✅ |
| **Set notification reminders** | ✅ | ✅ | ✅ |
| **Set notifications reminders to item assignee or item responsible** | ❌ | ✅ | ✅ |
| **Set ticket priority** | ✅ | ✅ | ✅ |
| **Set ticket status** | ❌ | Default status | Costumizable status |
| **Ticket history (audit log)** | ❌ | ❌ | ✅ |
| **Ticket overview page** | ✅ | ✅ | ✅ |
| **Ticket templates: Restrict ticket templates to specific item categories** | ❌ | ❌ | ✅ |
| **Ticket templates: Restrict ticket templates to specific org.units** | ❌ | ❌ | ✅ |
| **Ticket templates: Set responsible person(s)** | ❌ | ✅ | ✅ |
| **Ticket templates: Set responsible person(s) per org. unit** | ❌ | ❌ | ✅ |
| **Track consumed stock items** | ❌ | ❌ | ✅ |
| **Track costs** | ❌ | ✅ | ✅ |
| **View tickets on the item page** | ✅ | ✅ | ✅ |

#### Focus: The Ticketing System Table, Section By Section

\- Creation -

| **Feature** | **Ticketing System Essential** | **Ticketing System Standard** | **Ticketing System Pro** |
| --- | --- | --- | --- |
| **Create tickets for single items** | ✅ | ✅ | ✅ |
| **Create tickets with multiple items** | ❌ | ✅ | ✅ |
| **Create tickets without items** | ❌ | ✅ | ✅ |
| **Create repeatable tickets (Maintenance Manager)** | ❌ | ✅ | ✅ |

\- Documentation -

| **Feature** | **Ticketing System Essential** | **Ticketing System Standard** | **Ticketing System Pro** |
| --- | --- | --- | --- |
| **Add documents to tickets** | ❌ | ✅ | ✅ |
| **Comment on tickets** | ❌ | ✅ | ✅ |
| **Create tasks** | ❌ | ✅ | ✅ |
| **Require signature to complete tickets** | ❌ | ✅ | ✅ |

\- Features -

| **Feature** | **Ticketing System Essential** | **Ticketing System Standard** | **Ticketing System Pro** |
| --- | --- | --- | --- |
| **Add due dates to tickets** | ✅ | ✅ | ✅ |
| **Add ticket watchers** | ❌ | ✅ | ✅ |
| **Assign tickets to several persons** | ✅ | ✅ | ✅ |
| **Automatically assign tickets** | ❌ | ✅ | ✅ |
| **Automatically mark items as defective** | ❌ | ✅ | ✅ |
| **Create ticket templates** | ❌ | ✅ | ✅ |
| **Create categories for ticket templates** | ❌ | ✅ | ✅ |
| **Set notification reminders** | ✅ | ✅ | ✅ |
| **Set notifications reminders to item assignee or item responsible** | ❌ | ✅ | ✅ |
| **Set ticket priority** | ✅ | ✅ | ✅ |
| **Set ticket status** | ❌ | Default status | Costumizable status |
| **Ticket overview page** | ✅ | ✅ | ✅ |
| **Ticket templates: Set responsible person(s)** | ❌ | ✅ | ✅ |
| **Track costs** | ❌ | ✅ | ✅ |
| **View tickets on the item page** | ✅ | ✅ | ✅ |

\- Pro Features -

| **Feature** | **Ticketing System Essential** | **Ticketing System Standard** | **Ticketing System Pro** |
| --- | --- | --- | --- |
| **Create PDF exports** | ❌ | ❌ | ✅ |
| **Ticket history (audit log)** | ❌ | ❌ | ✅ |
| **Ticket templates: Restrict ticket templates to specific item categories** | ❌ | ❌ | ✅ |
| **Ticket templates: Restrict ticket templates to specific org.units** | ❌ | ❌ | ✅ |
| **Ticket templates: Set responsible person(s) per org. unit** | ❌ | ❌ | ✅ |
| **Track consumed stock items** | ❌ | ❌ | ✅ |