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. 

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
  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


            Get started with Zoho Sign

            in a few quick steps!

            Download Help Guide





                      Still can't find what you're looking for?

                      Write to us:  support@zohoforms.com


                            




                          

                        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 SalesIQ Resources



                                                  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 Templates and Email Templates in a Ticket

                                                                                      Email Templates Email templates when put to use, will reduce the time taken to draft a response while increasing the productivity of the agents. It will also come handy when you have a solution that can be suggested for multiple tickets. Zoho Desk ...
                                                                                    • What are the default ticket fields?

                                                                                      Most often a ticket will contain the customer's name, email, subject and a description of the request. Apart from these, there are also a bunch of standard fields which your customers can choose to fill when they submit a ticket. For example, they ...
                                                                                    • Adding Custom Help Desk Fields

                                                                                      You can add new fields as per your requirements in your Zoho Desk. These fields will be available to all the agents added to your help desk. For example, you may want your customers to specify the serial number of their product while submitting ...
                                                                                    • Creating and Using Snippets in Ticket Responses

                                                                                      The snippet is a handy feature that helps you add texts you often include in ticket responses quickly. The responses can be as generic as "Thank you for contacting Zylker." or as specific as "Dear Martha, This is Steve, and I'm getting in touch with ...
                                                                                    • How can I force agents to fill mandatory fields before closing tickets?

                                                                                      Zoho Desk enables you to set fields as required so that your agents are forced to enter their values before submitting a ticket. This applies to tickets that are manually created by your agents. But how can you enforce filling required fields when a ...
                                                                                    Wherever you are is as good as
                                                                                    your workplace

                                                                                      Resources

                                                                                      Videos

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



                                                                                      eBooks

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



                                                                                      Webinars

                                                                                      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