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.
Access your files securely from anywhere
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 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 Workerly Home
- Forums
- Connect With Us:
- Zoho Recruit Home
- Forums
- Connect With Us:
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho CRM Plus?
Deliver unforgettable customer experiences
New to Zoho Marketing Plus?
Everything you need to run your marketing
New to Zoho Marketing Plus?
Everything you need to run your marketing
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.
New to Zoho Survey?
Zoho Sheet Resources
Zoho Forms Resources
New to Zoho Sign?
Zoho Sign Resources
Sign, Paperless!
New to Zoho TeamInbox?
Zoho TeamInbox Resources
New to Zoho ZeptoMail?
Zoho DataPrep Resources
Design. Discuss. Deliver.
New to Zoho Workerly?
New to Zoho Recruit?
New to Zoho CRM?
New to Zoho Projects?
New to Zoho Sprints?
New to Zoho Assist?
New to Bigin?
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 Formula Fields
Formula Field is currently available on Early Access. Kindly fill out this Registration Form to request early access. Managers and support agents often require quick access to key metrics, such as the time remaining before a ticket becomes overdue or ...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 ...
New to Zoho LandingPage?
Zoho LandingPage Resources