For example, if your agent sets priority as 'High' and then applies the template in which the priority is set as 'Low', then the resulting ticket form will have priority set as 'Low'. When a template is applied to a new ticket/email, all the field values will be overwritten by the template field values. To insert a canned response, click on the star icon in the description box.Īpplying templates in new ticket and new email forms This way, the responses you created for agent replies to tickets can also be used in new tickets and emails. You can also use canned responses you have already created within the template. Using canned responses in ticket template description Once you fill in all the details you need, click on the Save button.You can create your own signature under profile settings section and that would automatically get populated in the ticket form when you're trying to create a ticket/an outbound email. Note: Please refrain from adding signatures to the email/ticket using the ticket templates. In addition to the default ticket fields, you can pre-fill tags and attach documents in templates.You can create a template by filling in as many fields as you want. The 'Ticket/Email form' section has all the default and custom fields that are visible to the agents except the requester and source fields.This is to make sure that the template doesn't clutter the view of those agents who will find no use of it. After giving a description to your template, you can choose if this template can be seen by all agents or only by agents in particular groups.Give an understandable name for your template as it will be used by agents in a hurry.Click on the New Template button to create a new template.
Under Agent Productivity, click on the Ticket Templates icon.Click on the Admin icon from the left panel.Log into your account as an Administrator.They can quickly apply a template, create a ticket/email and move on to the next call. These templates can be used by your agents and yourself to quickly create tickets and send emails.įor example, when your agent is on a call with customers back to back, they don't have to fill up all the details and type out the description of the ticket/email after every call. As an administrator, you can create templates where you pre-fill information like subject, description and ticket properties. Ticket templates let you fill up your new ticket form or the new email form with one click.