Form Templates enable you to pre-fill ticket forms with predefined values. This helps agents save time and maintain consistency while handling frequently occurring tickets or standard changes. By using templates, administrators can set up standard operating procedures and reduce redundant manual work.


TABLE OF CONTENTS

Prerequisite

You need the following permission to create and edit ticket form templates:

  • Manage Ticket Templates


Note: A maximum of 200 ticket forms can be created. 

Create a new Ticket template

To create a new template for tickets, follow these steps:

Step 1: Create new Ticket template

  1. Go to Admin and select the following settings:

    1. Global settings: Service Management > Service Desk Settings > Form Templates.
      Note: Lookup fields with contacts, locations, department data sources are not available for selection in the global templates as they are specific to a client.

    2. Client-specific settings: {Client Name} > Service Management > Service Desk Settings > Form Templates.

  2. Click New Template to create a new ticket template. 

  3. Enter name and description for your template.

  4. Select All agents or Agents in groups to decide the template availability. 

Step 2: Create ticket form

To create a template define the required fields based on your requirement and click Save.

The Global level and Client-specific templates are categorised under different tabs as shown in the image below.

Apply templates in new ticket forms

When you select a template, all the field values will be overwritten by the template field values. For example, if an agent sets the priority to High and then applies a template where priority is set to Low, the final priority will be Low. Any fields that require manual input should be filled after applying the template.

  1. Go to Tickets > Create Incident.

  2. You can insert an existing Global or Client-specific template from the Select template drop-down.

  3. Click Submit.