Within Teamwork Desk, you can create ticket templates to store responses you may use frequently.
Each template you create can contain important ticket properties such as subject line, message body, ticket options, and applicable custom fields.
You and your team can use your ticket templates to quickly populate these properties in new tickets as they are being created.
Note: Ticket templates are available on the Premium subscription plan and above.
- Site administrators on your site can
create and manage ticket
- Inbox administrators can create and manage
ticket templates for inboxes where they
are an admin.
- By default, standard agents cannot create
or manage ticket templates. Enable the
site-level agent permission to
manage ticket templates to allow template
access for all agents on your
Click your profile icon in the top right of your site and select Settings from the dropdown menu.
In the General settings, select the Ticket Templates tab in the left navigation pane and click the Add ticket template button.
In the template builder, you can fill out the same ticket options as you would in the new ticket form:
- General - set a template name (required)
- Permissions - make the template available
only to specific inboxes.
- Fields - set the default ticket properties
to be populated when the template is
applied to a new ticket.
When you select specific inboxes to have access to the template, any custom fields associated with each inbox will become visible at the bottom of the template builder form.
Similarly to the default ticket fields, you can also populate values for these custom fields in the template.
Note: Each inbox can have different custom fields applied. Therefore, when a template containing custom fields is applied to a new ticket, only the custom fields associated with the selected inbox will be included.
You can also create templates via an individual inbox's settings.
Note: Inbox settings are only accessible to site administrators and inbox administrators for the relevant inbox. Enabling the site-level permission for agents to manage ticket templates will not give them access to the inbox-level templates area.
When creating a template via an individual inbox, you are not required to select an associated inbox.
- The new template will only be
visible in the current inbox's
templates area if you
explicitly select the inbox to
be associated with the
Applying a ticket
When using the new ticket form to create a ticket, an additional Template field will be visible at the top of the form.
Once you select a template, any ticket properties that were filled out in the template will be applied to the corresponding fields in the new ticket form.
Note: The Template dropdown will only display templates currently associated with the inbox that is selected in the Inbox field.
For more information, see: Creating a New Ticket or Message