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What it is

Scheduled workflows run at defined intervals (for example, every 5 minutes, hourly, daily). At each run, they evaluate items using your filters and then execute actions for matching items.
For agents that don’t process tickets — like proactive M365 audits or recurring compliance checks — see Scheduled Agents. Those agents bill per tool call, not 1 credit per ticket; the table is on Tool credit costs.
Schedule configuration showing cadence selection

Example schedule configuration

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Scheduling patterns

  • Hourly housekeeping for queues with high volume
  • Morning reviews to triage stale tickets
  • End-of-day cleanup to close resolved items awaiting confirmation
  • Weekly audits to enforce policy compliance

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Cadence tips

Pick the slowest cadence that still meets your objectives. Faster cadences can increase API load and duplicate work if actions are not idempotent.

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Ticket cooldown

A scheduled workflow finds tickets with its filter on every run. A ticket stays in the filter until something changes it, so a reminder or a chase that gets no reply finds the same ticket on the next run, and that run processes it again. Each action that costs credits bills the ticket again. Ticket cooldown sets the gap between two runs on the same ticket. With a cooldown of 24 hours, an hourly workflow still finds a new ticket within the hour, but it acts on each ticket at most once a day. The cooldown counts from the start of the run that processed the ticket, so a daily workflow with a 24-hour cooldown acts on a ticket once each day. Neo ends the window 2 minutes early, because a scheduled run can start a few seconds before its slot. The run message says how many tickets the cooldown skipped.
  • A new scheduled workflow over tickets starts with 24 hours. Workflows created before this setting existed have no cooldown until you set one.
  • Set it under Ticket cooldown in the workflow’s schedule settings, from 1 to 720 hours (30 days). Leave it empty to process every matching ticket on every run.
  • Run now ignores the cooldown. The tickets it processes still start a cooldown for the scheduled runs after it.
  • It applies to scheduled workflows over tickets. Scheduled Agents process no ticket list, and a triggered workflow processes one ticket per run.

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Verification

1

Set a narrow scope

Target a specific queue or label to limit impact while testing.
2

Run one cycle

Manually wait for the next run and review Executions for the schedule.
3

Confirm item counts

Compare the number of matches with your expectations. Adjust filters until counts align.

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Troubleshooting

Loosen filters or widen the time window. Verify source integration permissions and data visibility.
Set a ticket cooldown, so each ticket is processed at most once in that many hours. Also check that the actions move a finished ticket out of the filter, for example with a status change.
Adjust frequency and window size together. For example, hourly runs with a 70-minute updated window provide overlap without gaps.