In this article, we’ll cover Ticket Templates—their purpose, how to create them, and how to use them.
What are Ticket Templates? #
Ticket Templates are preconfigured templates that end-users can select when they are generating tickets.
Note: Once a Ticket Template has been created, they can only be selected via the self-service or Knowledge Base page. They are not available when end-users submit emails or when Agent manually create tickets via the “Create” ticket option.
Why would I want to use a Ticket Template? #
Ticket Templates are handy when you want to predefine questions or request specifics when end-users submit a ticket. They are commonly used for new hire checklists, requesting a specific service from the IT Service Desk that requires end-user feedback or information, requesting the IT Service Desk to generate or grant access to company accounts, etc. If you have ever thought to yourself, “I really wish people would provide XYZ to me when they submit a ticket so that I don’t have to ask for it,” then Ticket Templates might be for you.
Create a Ticket Template #
- After logging into your SeamlessDesk account, go to Settings > select the Help Desk section > click on “Ticket Templates” > select “Add Template.”
- Fill out the form and click “Add” once you are finished.
- Back on the main Ticket Template dashboard, toggle the switch to activate the Ticket Template that you just created.
Confirm that your template is live and ready to be used: #
- Navigate to your self-service or Knowledge Base portal.
- Select “New Support Ticket” towards the upper right-hand corner of the screen.
- Under “Ticket Templates,” select your template from the drop-down list.
Note: It might be a good idea to include instructions or a disclaimer at the top of the Ticket Template. This note should inform the end-user that the predefined text should not be altered, but they should only respond to the questions or requests without modifying the original text.
In the image above, you can see that the template was selected and that predefined questions appeared in the ticket body.
What is the difference between Ticket Templates and Canned Replies? #
Ticket Templates are templates that end-users would use to submit a new ticket, whereas Canned Replies are templates that Agents would use to respond to an existing template that has already been created. Both Ticket Templates and Canned Replies are templates that you can create and use in SeamlessDesk, but they differ in functionality. Additionally, Canned Replies can be used in Automation Rules, which allow actions to happen based on triggers or specific criteria automatically.
Now that you know how to create and configure Ticket Templates, we recommend implementing them into your workflows. When utilized correctly, Ticket Templates can help improve your company processes and save your organization hundreds of hours per year.
If you need any assistance or if you have any questions, please contact SeamlessDesk support at Support@seamlessdesk.com.