How to Manage Ticket Templates
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.
Check out this video tutorial for more details.
Ticket templates can only be used by agents. Customers do not have access to these templates.
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.
Admins can create public ticket templates that are visible to all agents. 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.
To manage ticket templates, agents need to have the “Manage ticket templates” permission enabled.
