> ## Documentation Index
> Fetch the complete documentation index at: https://docs.msportal.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Understand your available request templates

> Choose a support request, understand its questions, and ask your MSP to resolve missing templates or access.

export const guideLink0_0 = "/msp-guides/ticketing/open-a-ticket"

export const guideLink1_0 = "/msp-guides/ticketing/follow-up-on-a-ticket"

export const guideLink2_0 = "/msp-guides/ticketing/open-a-ticket"

export const guideLink3_0 = "/msp-guides/ticketing/open-a-ticket-with-ai"

export const guideLink4_0 = "/msp-guides/ticketing/follow-up-on-a-ticket"

**Audience:** MSP staff preparing a request or explaining the Company request experience. Select the intended company before preparing a ticket. Your staff role can expose additional actions; it does not prove which controls a Company user can access. Use [ticket template settings](/user-guides/ticketing/create-and-preview-ticket-template) to configure requests.

Start with the **Home AI Assistant** and describe the help you need. Your MSP's available request templates supply the questions and defaults used to prepare the ticket. You do not need to design or configure a template to ask for support.

## Choose a request manually when needed

If you prefer a form, open **Tickets > New Ticket**. When shown, use **Select Template Manually**, then search **Search services or problems...** or browse categories in **Request Service**. Select the request that matches your situation. Some portal configurations use a template selector instead of cards.

Check the selected company if you can work with more than one. Read the request's description before entering details. If no suitable request is available, explain the issue to the Home assistant or ask the MSP which request to use. See <a href={guideLink0_0}>How to open a ticket</a> for submission and confirmation steps.

## Answer the questions you see

Templates can ask for text, choices, dates, affected users, devices, locations, or other information configured by your MSP. Complete required questions and use the help text to understand what is needed. Example text inside an empty field is not an answer.

Some questions appear or become required only after an earlier answer. Check the form again when changing a choice. Your MSP can also lock a subject or keep internal fields out of the Company form. Ask for a correction if a required question is inappropriate or a locked value is wrong.

A company-specific version can have different questions or routing from another company's version of the same request. Different forms do not necessarily mean the portal is broken.

## If a template is missing

First check the selected company, category, and search text. Then ask the MSP to verify:

* The template is saved, active, and has not been removed.
* It is enabled for your company, including any applicable company-specific version.
* Your role can use it and you have the required ticket access.
* Any company-type or industry restrictions match your company.

The MSP's global template list or editor preview can show more than your Company request list. A direct link does not grant additional access. Company administrators do not create templates or manage user permissions; the MSP handles those changes.

## Confirm the request was submitted

Choosing a template, entering answers, or seeing an AI draft does not create a ticket by itself. Review the submission details and use the presented submission control. Wait for the result and keep the ticket number or link if provided. If the outcome is unclear, check **Tickets** before sending the request again.

Use <a href={guideLink1_0}>Find and follow up on a ticket</a> to read replies or add information after submission.

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Do I need to choose a template before using the Home assistant?">
    No. Start on Home and describe what you need. The assistant can use an available template to gather the required details.
  </Accordion>

  <Accordion title="Can I choose the request form myself?">
    Yes. Open Tickets > New Ticket and use Select Template Manually when shown, then browse or search the available requests. Some portal configurations show a template selector instead of cards.
  </Accordion>

  <Accordion title="Why do I see fewer templates than my MSP?">
    The Company list reflects active templates, company access, role access and company-type or industry restrictions. An MSP global list or editor preview can show more.
  </Accordion>

  <Accordion title="Can a Company administrator enable a missing template?">
    Ask the MSP to change template access or user permissions. Company administrators do not manage those settings.
  </Accordion>

  <Accordion title="Why did another question appear after I changed an answer?">
    The MSP can configure conditional questions or requirements. Review the form again after changing answers and complete the questions that apply.
  </Accordion>

  <Accordion title="Does example text in an empty field count as my answer?">
    No. Placeholder text is guidance, not an entered answer. Supply the required information yourself.
  </Accordion>

  <Accordion title="Why is the subject locked?">
    The MSP can lock the subject through the template. Ask the MSP to correct it if the fixed subject is unsuitable.
  </Accordion>

  <Accordion title="Why does another company have different questions for the same request?">
    The MSP can maintain a company-specific version with different questions or routing. Check your selected company and ask the MSP if the form seems incorrect.
  </Accordion>

  <Accordion title="Does a direct template link bypass restrictions?">
    No. A direct link does not grant additional template or ticket access. Ask the MSP to review your permissions if it is unavailable.
  </Accordion>

  <Accordion title="Does choosing a template create the ticket?">
    No. Review and submit the request, then wait for confirmation. Choosing a template or preparing an AI draft is not a submission result.
  </Accordion>

  <Accordion title="What should I send the MSP about a missing request?">
    Provide the request name, your company, selected category or search, and the visible error or missing control. Do not send passwords or integration credentials.
  </Accordion>

  <Accordion title="What should I do if submission gave no clear result?">
    Check Tickets before submitting again. Keep any ticket number or link and ask the MSP to confirm whether the original request arrived.
  </Accordion>
</AccordionGroup>

## Related guides

* <a href={guideLink2_0}>How to open a ticket</a>
* <a href={guideLink3_0}>Open tickets with AI</a>
* <a href={guideLink4_0}>Follow up on a ticket</a>