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.

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