Ticket Templates

Ticket templates prefill repeatable requests so agents and portal users start with the right type, wording, priority, assignee, and fields.

Using a template

When creating a ticket, choose a template before filling the form. Its defaults are copied into the new ticket and remain editable before saving.

Managing templates

Team Leads and higher roles manage templates from Settings → Ticket Types → Templates. A template can define:

• Name, description, and icon
• Ticket type
• Title prefix and description
• Priority and assignee
• Custom-field defaults
• Whether customers may use it in the portal

Projects can have up to 10 active templates. Inactive templates remain saved but are not offered during ticket creation. Drag templates to control their display order.

Tokens

Template text supports tokens including {{reporter_name}}, {{current_date}}, {{project_name}}, {{ticket_number}}, {{week_number}}, and {{month_name}}. Tokens are expanded when the ticket is created.

Recurring tickets use a ticket template as the content source for every scheduled occurrence.