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Ticket Templates

ADMIN -> TICKET TEMPLATES tab.

Ticket templates allow you to insert pre-built forms into a ticket's description.  These templates can be triggered by a Ticket Type, or a Pick List value selected within the ticket during creation.  You can make as many templates as you like in TeamSupport.

*You can also elect to use these templates on the customer portal as well.  To do this, check the "Visible on Customer Portal" option.

To setup ticket templates, go to the Admin section and select the Ticket Template tab.  The image below illustrates a template based on a pick list value.

1.  Click New.
2.  Check Enable (you can turn off a template anytime by unchecking this).
3.  Decide if this template will be inserted into the ticket description based on a ticket type, or a pick list value.
4.  If using a pick list value, enter in the text that is in the pick list value.
5.  Create your template.  You can type in plain text, or you can insert some simple html.
6.  Click Save.



The image below shows the end result of the template created above.  You can see we have selected "Missing Spot" from a custom pick list called Secondary Ticket Type.  

When this is selected, you can see the template we created in the description box below.