Creating Ticket Templates
A ticket template is a set of predefined field values that can be applied to a specific support request. It simplifies ticket creation by pre-filling the values when you manually submit a ticket. The template can include values for standard fields and any custom fields you have. For example, you can create individual templates for the frequently-raised support issues. Also, the templates can be visible to end users and agents, or agents only.
Note:
- Only users with Profile permission for managing Email and Ticket Templates can access this feature.
- Ticket templates are available only on Professional and Enterprise.
- Ticket templates are layout specific. Enterprise edition users can create upto 20 layouts in a department.
To create a ticket template
- Go to Setup (
) > Customization > Ticket Templates.
- Under Templates menu, click Ticket Templates.
- In the Template List page, select a department from the drop-down list.
- Click New Ticket Template in the upper right area.
- In the New Template page, do the following:
- Specify the Name of the Ticket Template.
- Check the Show to Contact in the Help Center option, if required.
- Specify the Subject and a Description for the ticket.
- Specify the ticket's Status and Owner.
A ticket created using this template will be auto-assigned to the agent. - Enter the value for the other ticket properties.
- Click Save.
You may ignore the customer information (Contact Name, Email etc.,) since they are unique to tickets.
Applying Template
You can apply a template while creating a ticket through the Add Ticket form.
To apply a template:
- Log in to Zoho Desk to access your help desk.
- Click the Add icon (
) in the top bar to submit a ticket.
- In the Add Ticket form, click Choose Ticket Template and select a template from the drop-down list.
Enter the value for the other ticket properties. - Click Submit.
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