Now that you know how to create and configure Ticket Templates, we recommend implementing them into your workflows. Additionally, Canned Replies can be used in Automation Rules, which allow actions to happen based on triggers or specific criteria automatically. Both Ticket Templates and Canned Replies are templates that you can create and use in SeamlessDesk, but they differ in functionality. Ticket Templates are templates that end-users would use to submit a new ticket, whereas Canned Replies are templates that Agents would use to respond to an existing template that has already been created. What is the difference between Ticket Templates and Canned Replies? # In the image above, you can see that the template was selected and that predefined questions appeared in the ticket body. This note should inform the end-user that the predefined text should not be altered, but they should only respond to the questions or requests without modifying the original text. Note: It might be a good idea to include instructions or a disclaimer at the top of the Ticket Template. Under “Ticket Templates,” select your template from the drop-down list.Select “New Support Ticket” towards the upper right-hand corner of the screen.Navigate to your self-service or Knowledge Base portal.Back on the main Ticket Template dashboard, toggle the switch to activate the Ticket Template that you just created.Ĭonfirm that your template is live and ready to be used: #.Fill out the form and click “ Add” once you are finished.After logging into your SeamlessDesk account, go to Settings > select the Help Desk section > click on “ Ticket Templates” > select “ Add Template.”.If you have ever thought to yourself, “I really wish people would provide XYZ to me when they submit a ticket so that I don’t have to ask for it,” then Ticket Templates might be for you. They are commonly used for new hire checklists, requesting a specific service from the IT Service Desk that requires end-user feedback or information, requesting the IT Service Desk to generate or grant access to company accounts, etc. Ticket Templates are handy when you want to predefine questions or request specifics when end-users submit a ticket. Why would I want to use a Ticket Template? #
They are not available when end-users submit emails or when Agent manually create tickets via the “Create” ticket option. Note: Once a Ticket Template has been created, they can only be selected via the self-service or Knowledge Base page. Ticket Templates are preconfigured templates that end-users can select when they are generating tickets.
In this article, we’ll cover Ticket Templates-their purpose, how to create them, and how to use them.