FAQs: Ticket templates | Zoho Desk

FAQs: Ticket templates

Ticket Templates Overview

What is a ticket template?
A ticket template is a reusable set of predefined ticket field values. When selected during manual ticket creation, it pre-fills the configured values so agents or customers do not need to enter the same information repeatedly.

For example, a support team can create a Product Return Request template that pre-fills the ticket subject, description, status, owner, and relevant product-return fields.
Which ticket fields can be pre-filled through a template?
A template can include values for standard ticket fields and custom ticket fields. This makes templates useful for standardizing recurring support requests that require consistent information.
Can ticket templates be used for recurring issue types?
Yes. Templates are suited to frequently raised or repeatable requests, such as product returns, warranty queries, installation requests, account-access issues, or service cancellations.

For example, a Password Reset template can include a predefined subject and description that instructs the requester to provide the details required for identity verification.

Creating a Ticket Template

Where can a ticket template be created?
  1. Navigate to Setup > Customization > Ticket Templates.
  2. Under the Templates menu, select Ticket Templates.
  3. Choose the required department from the department drop-down list.
  4. Select New Ticket Template.
  5. Enter the template details and save it.
What information is required when creating a ticket template?
A ticket template requires a template name. It can also contain predefined values for:
  1. Subject
  2. Description
  3. Status
  4. Owner
  5. Standard ticket properties
  6. Custom ticket fields
The template may also be configured for visibility in the Help Center.
Why should the template name be specific?
A clear name helps users select the correct template quickly and reduces the risk of applying unsuitable pre-filled values.

For example, use Warranty Claim – Appliance or Installation Support – Business Customer instead of generic names such as Template 1 or General Request.
Can a template automatically assign a ticket to an agent?
Yes. A template can include an owner. Tickets created with that template are automatically assigned to the selected agent.

For example, a Refund Review template can assign tickets to the agent responsible for billing escalations.
Should a specific owner be included in every template?
Only when requests of that type should consistently go to a particular agent. If ownership depends on workload, region, product, or another assignment process, pre-assigning one agent in the template may create an uneven workload or route tickets incorrectly.
Can customer details be included in a ticket template?
Customer information, such as contact name and email address, should be ignored while creating a template because these values are unique to individual tickets.

The template should define reusable request information rather than details that identify a particular customer.

Help Center Visibility

Can customers use ticket templates in the Help Center?
Yes. When creating a template, select Show to Contact in the Help Center to make it available to end users.

This is useful when customers regularly submit a known request type and need guidance through a consistent set of ticket fields.
Can a template be restricted to agents only?
Yes. Leave Show to Contact in the Help Center unselected. The template will then be available for agent use but not shown to contacts in the Help Center.

For example, an internal Escalation to Engineering template should generally remain agent-only because its predefined description and ownership may be intended for internal handling.
When should a template be made visible to contacts?
Make it visible when customers can accurately recognize the request type and the template’s fields support a self-service submission flow. Keep it agent-only when it is intended for internal triage, escalation, specialized investigation, or requests that require an agent’s assessment.
Will a Help Center-visible template work for every ticket form?
A template is layout-specific. Its suitability depends on the associated ticket layout and the fields available in that layout. Ensure that customer-facing templates are built for layouts that are appropriate for end-user ticket submission.

Applying a Template

How is a template applied while creating a ticket?
  1. Select the Add icon in the top bar to create a ticket.
  2. In the Add Ticket form, select Choose Ticket Template.
  3. Select the required template from the drop-down list.
  4. Enter any remaining ticket-specific information.
  5. Submit the ticket.
Can ticket-specific information be added after selecting a template?
Yes. A template is intended to reduce repetitive entry, not replace request-specific details. The user can enter the remaining ticket properties before submitting the ticket.

For example, a Product Issue template may pre-fill the status, category, and standard description, while the agent adds the customer’s product identifier and a description of the actual fault.
What happens if a template contains a predefined owner?
The ticket is auto-assigned to that owner when created using the template. Confirm that the selected owner is appropriate for every ticket created through that template before relying on it for automatic assignment.

Designing Effective Templates

How should ticket templates be organized for a large support team?
Create templates around recurring request types and use names that reflect both the business process and intended audience. Separate customer-facing templates from internal agent templates where their purposes differ.

Examples include:
  1. Billing Question - Customer Form
  2. Cancellation Request - Manager Review
  3. Technical Issue - Initial Investigation
  4. Product Return - Customer Form
How can templates improve data quality?
Templates apply consistent values to repeated request types. This helps ensure that tickets start with the correct status, ownership, subject format, description guidance, and custom-field values.

For example, every ticket created through a Warranty Claim template can use the same initial status and include the same instructions for collecting warranty-related information.
Should a template include a full ticket description?
It can include a predefined description, particularly when the description provides standard instructions or wording. However, leave room for the requester or agent to add the facts unique to the individual case.