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How to Manage Ticket Templates
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Ticket templates simplify the process of creating new tickets by pre-filling essential details such as the subject, description, and ticket properties. You can create these templates to save time, allowing agents to create tickets quickly.
Creating a ticket template
To create a ticket template, follow the given steps:
- Navigate through the Agent Portal > Admin Module > Ticket Templates.
- Click the Add Ticket Template option to create a new ticket template.
- Enter the required details and then click the Add button to add a new ticket template.
Note: Admins can create public ticket templates that are visible to everyone. Other users can create private ticket templates that are visible only to the creator.
Editing a ticket template
To edit a ticket template, follow the given steps:
- Navigate through Agent Portal > Admin Module.
- Click the Edit icon to edit the required ticket template.
- Edit the required details and click the Update button.
Deleting a ticket template
To delete a ticket template, follow the given steps:
- Navigate through Agent Portal > Admin module.
- Click the Delete icon for a dialog box to be displayed.
- Click the Yes, Delete button to delete the ticket template.
Note: To manage ticket templates, agents need to have the “Manage ticket templates” permission enabled.
