Allow templates to be created for frequently used tickets.
We could really use a template for making a ticket for frequently done processes like creating a new user. I would include only the fields needed to create a new user and you set certain fields as mandatory.
This is under consideration but not planned for the next release. Please continue voting if you’d like to see this feature prioritized for a future release
Yes, if this makes it so I can create a child ticket from a pre-filled ticket template that would be great! ie, Choose Action > Save and create Child ticket from template > pop out window to show available templates.
Tom Burke commented
I would think this would be an outstanding feature. I voted against our organization adopting this software for that reason. I vote yes. All the helpdesk software I have every used has custom and stock templates to speed up the data entry on tickets.
Lee Tomlinson commented
Would be a very useful feature. It may also prove useful if the template could pre-populate the incident category fields as well.
Some set fields would help us get the specific information we require
Paul Towns commented
Yes would help a lot, add constancy and reduce chasing for more information
Paul Cook commented
Agree this is a feature we would also like to see, it would help ensure all appropriate information is gathered in the first instance.
This would make help desk job more efficient and saves time for attending to other stuff. Any idea when can this be expected to happen?
Steve Vierneisel commented
This Feature would be a huge time saver based on how many tickets my Techs work on. We receive roughly 1400 tickets a month and 25% of them could fall under a Template.
Drew Dalton commented
I agree. Templates can somewhat be managed by using the 'workflow' configuration, but I've found that it's confusing for the users to have to select from 2 drop down menus when attempting to enter a service ticket. It would be nice to have a "ticket template" drop down provided INSIDE of the 'new ticket' menu that has admin defined presets and a 'none' option in case a user chooses to not use a template.