This guide will walk you through configuring a Ticket Template for use in your helpdesk.

You can create and manage your Ticket Templates in two ways.

1. Go to Admin > Ticket Structure > Ticket Templates

1. From the + new button, hover over Create Ticket and on the Ticket Templates dropdown, click Create new template this will direct you to the Ticket Template menu in admin.

Once you're in the Admin interface, you can click the + New button in the top right hand corner to create a new template, or select an existing one from the list to manage it.

1. Properties

Here Properties refers to the Properties of the Template you are creating. The options available are:

• Name

• Access

Set a name that will make sense for an Agent applying the Template and determine who can access the template, access can either be Global or Per Team.

If you select Team, you will be able to choose which teams in the helpdesk have access to the template, this can be one or multiple.

You can use the search to find a specific team and then select them, to remove a team's access simply reopen the menu and de-select them.

2. Ticket Properties

The Ticket Properties are the properties which the ticket created via the Template will have, these correspond with the properties visible in the new ticket form that is created.

From here, you can pre-define the following properties:

• Brand - Which of your helpdesk brand's tickets from this template should be associated with

• Department - The department tickets created via the template will be associated with

• Status - The status the ticket will be created in

• User - The number of users the agent can select, one, multiple, or either.

• Language

• Labels

Note

In sections 3-5 of the Ticket Template menu there is a toggle "Show in Form", by enabling this it will reveal this information in the form the Agent sees when they are configuring the Ticket Template in the Agent interface.

If for any reason you want this information to be private, for instance, if the Agents with access to create the ticket will not be the ones responsible for actioning it and it will be assigned to a department they don't have permission to access, you can leave the toggles disabled which will let the agent create the ticket without viewing this information.

3. Ticket Properties

This section covers the custom fields that can be pre-defined on your ticket templates. The custom fields that are on display here will update based on the previously selected Ticket Properties as they would on the Ticket Form in the Agent Interface.

In this instance of a New Hire, the custom fields HR Request Type and New Hire Start Date have been set:

4. Assignment

In section 4, you can define the Assignment properties.

Applying Assignment to a Ticket Template is optional, but the default behavior that exists is the Agent who creates the ticket via Ticket Template will be assigned to it.

Agent

For Agent you can choose between: Current, Specific, or Unassigned.

• Current will assign the ticket to the Agent creating it.

• Specific will allow you to pre-set which Agent tickets from this template should always be assigned to

• Unassigned will create the ticket without assigning an Agent

Team

You can select the team that should be associated with the ticket from the dropdown menu.

Followers

Configure any ticket followers who should always be associated with the specific template when a new ticket is created.

5. Ticket Subject

In this section, you can set a pre-defined Ticket Subject, this can include variables such as the date it is created, user name, etc.

6. User Message

As an Admin, you can define the User Message settings, the options are:

• Do not send an agent message - A message will not be sent with the ticket when it is created

• Agent can draft a message - The agent will have the option to create their own message in the Ticket Template menu when they are creating the ticket

• Agent can view and edit message - The Agent will be able to view and edit a message that has been created by an Admin

• Agent cannot edit message - A message that is pre-defined will be sent, which the Agent cannot edit

Any message you add can be formatted, personalized with variables, and can include attachments:

7. Agent Note

You can also configure the ticket to be created with an Agent Note, the options are:

• Do not send an agent note - An agent note will not be added to the ticket when it's created

• Agent can draft a note - Which will allow the agent to add a note in the ticket template menu

• Agent can view and edit note - This allows the agent to view and edit a note that has been created by an Admin

• Agent cannot edit note - This will allow you to add a note which the agent will not be able to edit