💡 Purpose: There are some common tickets you will be creating very often. So instead of typing them over and over again, we made a quick shortcut to paste the body of the request into the notes section of a ticket, as it is being created, in a single click!
📍 Navigation
In the Account Details page, click on the blue “Ticket Settings” tab along the top.
📒 Note: Be sure to always click “Save” after your changes to ensure they’re saved.
Creating Templates
Click the large “Create Template” button. Give the template a name in that first box (that will be
used to select it later on), then write the message in the box below. That will now be an
option to use from the ticket management dashboard!
Note: When a template is selected when writing a message, it can always be edited and
customized before sending. These are meant to serve as a shell/template which can
always be made perfect before delivery.
Setting up ticket categories
On the right side of the page, you are able to set up template categories to group templates together. This will allow your templates to be easier to find and access in your ticket management page; see below:
How to Use Ticket Templates to Auto-Fill Tickets
- Click “Create a Ticket”
- When creating a new ticket, navigate to ‘Create a Ticket’ in the Ticket Management tab.
- Select a Template
- At the top right of the module, you will see a dropdown menu for ticket templates.
- Click the dropdown and select the appropriate template from the list.
- Auto-Fill the Ticket
- Once you select a template, the ticket fields will automatically populate with the pre-set details.
Editing or deleting a ticket template or category
For each ticket template or category, you can always edit the name or description or delete the template or category at any point from this same page.