Admins might create Ticket Templates for your helpdesk, these are templates you can use to create a new ticket. Specific fields may have been pre-determined by the settings which lets you quickly create a ticket for a specific use in just two clicks.

You can access these by clicking on the + New button then hovering over Create Ticket. On the Ticket Templates menu you can search and select a template you want to apply which will allow you to create a new ticket with the pre-defined information your Admin set up.

Once you have opened a template, what you can see will vary depending on the visibility the Admin has set.

This example will explain some of the fields you may have permission to edit and how you would do so.

Under (1) User, you can toggle between Single or Multiple.

• Single - Will create one ticket for one user

• Multiple - Will create a ticket per user

You can also add any CCs to the ticket.

Under (2) Ticket Properties, you can update any of the fields listed. In this example, you could update the custom field "New Hire Start Date" if the date was not the one currently set.

And under section (3) Subject, you can edit the default subject listed.

Note that you may also be able to preview the message that will be sent, to access this you need to select where it says 2. Preview Message at the top of the menu:

If you have permission to edit the message, that will be possible from this view.

Other options to be aware of is the checkbox next to Create Ticket, if you select Open ticket on creation this will open the ticket (or tickets if multiple users are selected) as tabs after you hit Create Ticket.