How to Create and Use Ticket Templates for Quick Creation of Tickets

Ticket templates are pre-filled ticket forms that can be used to create tickets quickly for frequently requested support needs. Agents can either create new templates or use existing ones.

How to create a ticket template

Two approaches can be employed to create a ticket template: one is tailored for agents with the Admin role enabled, while the other caters to agents without the Admin role enabled. These guides provide detailed instructions for both Admin role agents and non-Admin role agents on creating ticket templates in BoldDesk.

How any agent can create ticket templates

Agents without an administrative role can create private ticket templates, which only the creator can use when creating tickets.
The agents need to follow these steps:

1. Open the Create Ticket page.
2. Click on the Choose a Template dropdown menu.
3. To create or manage new templates, select the Manage Template option.
4. After clicking the Manage Template option, the Ticket Templates list page appears.
5. To start creating a new ticket template, click the Add Ticket Template button.
6. Fill in the template name, brand, and other fields applicable to the form.
7. Finally, click Add to save the ticket template.

How agents with the manage ticket templates permission in the Admin role can create ticket templates

In Bolddesk Agents assigned the manage ticket templates permission are able to create ticket templates that can be shared with other agents, groups or set as private. To learn more about managing roles and permissions in BoldDesk, refer to this article.

1. Navigate to the Admin module.
2. Select Ticket Templates.
3. Click on Add Ticket Template button.
4. Select the access scope to control who can use the template during ticket creation.
   Private– Restricts template usability to only the creator.
   Any Agent – Allows all agents in the system to access and use the template.
   Groups – Restricts template usability to only the selected group.
5. Next, fill in the necessary fields for the template.
6. Click Add to save the template.

How to use a ticket template to create a ticket

For using an existing ticket template while creating a ticket, follow the given steps:

1. Open the Create Ticket page.
2. Click on the Choose a Template dropdown menu.
3. Select the brand to load the pre-configured ticket templates associated with that brand.
4. Search by template name or select from the available ticket templates.
5. Once you’ve selected a template, the form’s predefined fields will be filled automatically based on the template’s details.
6. After completing the necessary fields or modifying the pre-filled ones in the form, you can submit the ticket.