Create Ticket Templates - Zoho Desk Knowledgebase

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. 

  • 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
  1. Click the Setup icon  ) in the top bar.
  2. In the Setup Landing page, click Templates under Customization.
  3. Under Templates menu, click Ticket Templates.
  4. In the Template List page, select a department from the drop-down list.
  5. Click New Ticket Template in the upper right area.
  6. 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.
  7. 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:
  1. Log in to Zoho Desk to access your help desk.
  2. Click the Add icon (  ) in the top bar to submit a ticket.
  3. 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.
  4. Click Submit.

    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now

            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION

                                    You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.

                                        Manage your brands on social media

                                          Zoho Desk Resources

                                          • Desk Community Learning Series

                                          • Digest

                                          • Functions

                                          • Meetups

                                          • Kbase

                                          • Resources

                                          • Glossary

                                          • Desk Marketplace

                                          • MVP Corner

                                          • Word of the Day

                                            Zoho Marketing Automation

                                              Zoho Sheet Resources


                                                  Zoho Forms Resources

                                                    Secure your business
                                                    communication with Zoho Mail

                                                    Mail on the move with
                                                    Zoho Mail mobile application

                                                      Stay on top of your schedule
                                                      at all times

                                                      Carry your calendar with you
                                                      Anytime, anywhere

                                                            Zoho Sign Resources

                                                              Sign, Paperless!

                                                              Sign and send business documents on the go!

                                                              Get Started Now

                                                                      Zoho TeamInbox Resources

                                                                              Zoho DataPrep Resources

                                                                                Zoho DataPrep Demo

                                                                                Get a personalized demo or POC

                                                                                REGISTER NOW

                                                                                  Design. Discuss. Deliver.

                                                                                  Create visually engaging stories with Zoho Show.

                                                                                  Get Started Now

                                                                                                      • Related Articles

                                                                                                      • Using Ticket and Email Templates in Zoho Desk

                                                                                                        Email Templates Email templates reduce the time taken to draft a response and eliminates inadvertent errors that may occur while drafting an email in hurry. It will also come handy when you have a solution that can be suggested for multiple tickets. ...
                                                                                                      • Creating Custom Lookup Fields in Zoho Desk

                                                                                                        The ability to establish connections between different sets of data is crucial in any business. For example, in the hospitality industry, departments like sales, marketing, and bookings can derive essential insights from customer data if it is linked ...
                                                                                                      • Creating nested picklist fields

                                                                                                        Record Creation forms are used to collect and display data. The more organized, clean, and streamlined these forms are,the more efficient the data collection process will be. A nested picklist is a type of picklist field that can help you build ...
                                                                                                      • FAQs: Ticket Management

                                                                                                        What is a ticket and where does it originate from? Tickets are support requests that are submitted by customers. They contain the support conversations and other important details, such as priority, category, and status, that help agents categorize ...
                                                                                                      • Understanding Fields and its Properties

                                                                                                        Fields are are an essential part of modules which are used to capture information about Tickets, Customers, Organizations, Products etc. Depending on the type of data that are stored, fields are of different types such as Date, Date/Time, Picklist, ...
                                                                                                        Wherever you are is as good as
                                                                                                        your workplace



                                                                                                          Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.


                                                                                                          Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.


                                                                                                          Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.

                                                                                                          CRM Tips

                                                                                                          Make the most of Zoho CRM with these useful tips.

                                                                                                            Zoho Show Resources