Using Ticket and Email Templates - Zoho Desk Knowledgebase

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 allows you to create and categorize your personal email templates for ease of access.

Typically, email templates are used to send email notifications upon triggering workflow rules and for responding to customer requests. While your support manager will handle the former, let's learn how you could use email templates for answering tickets.

To create a folder and group your templates:
  1. Click the Setup icon  ) in the top pane.
  2. Click Templates under the Customization menu.
  3. On the Email Templates page, click Add in the upper-right area.
  4. Click New Template Folder from the drop menu.
  5. Specify the details of the Folder.
  6. Set the visibility permissions. You can choose between: Only me, All agents and Specific agents.
  7. Click Save.
Now that you have created a folder, here is how you could create your first email template:
  1. Click the Setup icon  ) in the top pane.
  2. Click Templates under the Customization menu.
  3. On the Email Templates page, click Add and then click New Template.
  4. Enter the Template details.
    Specify the
    Module as Tickets. Also, specify your personal folder (as created above) to add this template underneath it.
  5. Click Insert Placeholders, and then click the type of placeholder that you want to add.
    The placeholder will be copied into the email body.
  6. Click Preview to view your email.
  7. Click Save.
Now your email template is ready for use.

Applying Template to a Ticket 
You can apply the email template while replying to tickets in Zoho Desk.
To apply a template in the reply editor:
  1. Open a ticket to view its details.
  2. Click  the Reply All icon (  ) or the Forward icon (  ) to open the editor.
  3. Click the Template icon (  ) on the Toolbar.
  4. Navigate to your folder and select a template in the drop menu.
The content from your template will be added to the response.

Starring Email Templates 
You can star an email template to make it easier to find and access. Starred email templates work at the user level which means that each user chooses which templates they want to star. Please note that a maximum of 50 email templates can be starred in a department.

Starred Email Templates:
  1. Appear in a starred section above all other email template folders
  2. Can be reordered by dragging and dropping them within the starred section

To star an email template:
  1. Open a ticket to view its details.
  2. Click  the Reply All icon (  ) or the Forward icon (  ) to open the editor.
  3. Click the Template icon (  ) on the Toolbar.
    A list of email templates will open on the right panel.

  4. Hover over a template in the right panel.
  5. Click the More icon (  ) and then select Star Template from the menu options.
    The template will be starred and added to the Starred Templates section.

Click the More icon  ) on a starred template, and then select Unstar Template to remove the star. You can also drag and drop the starred templates to the order you would like to view them under the folder.

Default Email Template 
You might find that some information infrequently changes from ticket to ticket. It can be your template design, salutation, greetings, or placeholders. You can design a default template with one of these or all of them together and get it pasted into a ticket on reply. This saves you time and the trouble of re-writing the same message on a repeating basis. Please note that setting a template as default will automatically mark it as starred.

To set a template as default:
  1. Open a ticket to view its details.
  2. Click  the Reply All icon (  ) or the Forward icon (  ) to open the editor.
  3. Click the Template icon (  ) on the Toolbar.
    A list of email templates will open on the right panel.
  4. Hover over a template in the right panel.
  5. Click the More icon (  ) and then select Set as default from the menu options.
    The template will be marked as default and added to the list of your starred templates.

Ticket Templates
Ticket templates are used to automatically populate some pre-defined values into the ticket fields while adding a new ticket. It saves you a lot of time and effort each time you add a ticket for customers over the phone. Also, customers can select a ticket template when they submit a ticket from the Help Center. Usually, ticket templates will be created by your support manager based on the requirements.

To apply a ticket template in a ticket:
  1. Click the Tickets module.
  2. Click the Add icon  ) in the top menu.
  3. On the Add Ticket page, click Choose Ticket Template at the top of the page.
  4. Select a template from the drop-menu to apply its properties to the ticket.
  5. Enter the data for the other fields and click Submit.
Applying a ticket template will overwrite the existing values in a ticket. If you change the templates while working on a ticket, the data that is manually entered in the form fields will be lost while loading the new template.

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