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Create a ticket template to define the questions, defaults, and access rules for a repeatable support request. The Home AI Assistant can use available templates to prepare tickets; Company users can also choose them manually from Tickets > New Ticket. Audience: MSP staff with write_settings_tickets or manage_settings_tickets permission. Company users submit requests; their MSP creates templates and manages access.

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Start an inactive draft

  1. Open Settings > Tickets > Templates and select New Template.
  2. In Template Details, enter a unique Template Name and choose a Category, or keep No Category.
  3. Write a Description explaining when the request should be used.
  4. Turn off Template is active and available for use while designing.
New templates start with the active switch on. Turn it off before saving a draft you do not want offered to users. Switching it off changes the draft; use Save Template to persist the state.
The new template can inherit PSA defaults from Ticket Settings. Check those settings before making a template available for real requests. Creating a template does not create a support ticket.

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Help the Home assistant choose this request

Use AI Description to explain what the template is for and when the assistant should select it. For example, distinguish a new employee setup from a change to an existing employee’s access. State useful selection criteria in plain language. You can write this description yourself. Generate becomes available after you enter a name and add fields; it proposes a description from the current template. Review and edit the result before saving. AI Description helps template selection; it is not a submitted request, a permission rule, or a guarantee the assistant will choose that template every time.

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Add a section and a question

1

Add a section

Under Sections & Fields, select Add Section. A new section starts with a numbered title. Select the section title to edit it, then click away to finish editing the title in the draft.
2

Add a field

Use Add Field in the section. The field editor opens with a new optional Text field. Enter a clear label, such as Request summary.
3

Choose the input and requirement

Keep Text for a short answer or choose the appropriate field type. Set the requirement to Optional, Required, or Conditional. Conditional requirements need a completed condition; do not leave the trigger unfinished.
4

Add guidance

Use Placeholder for an example and Help Text for instructions. A placeholder is not a saved answer. Leave the generated field key unless you need a deliberate change before its first save; keys must be unique within the template and are read-only after saving.
5

Review the section

Collapse or expand the section and field editors as needed. Adding, editing, removing, or reordering sections and fields changes the draft. Save Template is the persistence step.
Keep the first version small enough to test. Choice fields, conditional logic, linked data, embedded templates, and provider-specific routing need additional configuration; see the template configuration reference.

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Preview the form

Select Preview in the page header. Enter example values and check section navigation, labels, instructions, and required or conditional questions. Reset clears the preview answers when shown. Click the shaded area outside the preview panel to return to editing. Preview uses the current draft, so you can inspect changes before saving. It does not submit a ticket or prove that a Company user can access the template. Linked-data pickers can depend on the selected company and your MSP permissions. Preview also does not test PSA creation, webhooks, embedded ticket creation, or scheduling.

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Review routing and access before activation

  • PSA Integration Settings: review the available board or queue, status, priority, and classification defaults for your connected provider. An invalid status for the selected board can block saving. Use client’s PSA defaults is separate from manually choosing template defaults.
  • Company Visibility: check existing company overrides and the New Companies default. The default can make future companies eligible even when some current companies are disabled.
  • Role Access: review which roles can use the parent template. Branches inherit the parent’s role restrictions. This does not give a user permission to create tickets.
  • Subject Configuration: review a default or locked subject if configured.
Company Visibility and Role Access changes made inside this editor are saved with Save Template. Other settings dialogs and the template list can have different save behavior; do not assume every control waits for this button.
Do not use an all-off role list to disable a template. The role control treats no restrictions as open to all roles and can return to that state when the last selected role is removed. Keep the template inactive when it should not be offered.

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Save, reopen, and activate

  1. Select Save Template and wait for the result.
  2. If asked about new-company visibility, review whether future companies should receive the template. Cancel returns to editing; Save Anyway accepts that visibility configuration.
  3. On success, the editor returns to Templates. Reopen the template and verify its name, active state, fields, defaults, and access settings.
  4. When ready for use, turn on Template is active and available for use, review access, and select Save Template again.
  5. Verify availability for the intended Company and role, then verify a real request through the approved testing workflow for your organization.
Saving the template and its editor Company/role settings is one save operation. A validation error leaves the draft available for correction. Fix the named problem, then save again. Common problems include a duplicate name or key, an invalid PSA status, unfinished conditional rules, or an embedded field without a valid template.

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Cancel a draft

Select Cancel in the header. If you have unsaved changes, choose Cancel in the confirmation to keep editing, or Leave Without Saving to discard the unsaved draft and return to Templates. Previously saved configuration remains in place. Preview answers are separate from the saved template definition.

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Frequently asked questions

Open Settings > Tickets > Templates and select New Template. You need write_settings_tickets or manage_settings_tickets permission.
No. The MSP creates templates and manages permissions. Company users start on the Home AI Assistant or use Tickets > New Ticket to submit an available request.
No. The new editor starts with the active switch on. Turn it off and save if you want an inactive draft.
No. Field and section edits change the draft. Use Save Template and wait for success.
It explains what the template is for and when the Home assistant should select it. Write it manually or review a generated suggestion, then save. It does not grant access or submit a request.
Enter a template name and add at least one field first. Review generated text before saving it.
No. Preview lets you try the current draft form. It does not submit a ticket or verify PSA, webhook, embedded-ticket, or scheduling delivery.
No. MSP preview uses your context and permissions. Verify the intended Company and role separately after reviewing access settings.
Reset in Form Preview clears preview answers. It does not remove the template definition or replace Save Template.
No. A placeholder is an example shown in an empty input. Configure a default value separately if that field type supports it.
Saved field keys are read-only in the editor. Use a unique generated key before the first save; label and help-text edits are separate.
No. The editor saves its Company Visibility and Role Access draft together with Save Template. Other list or settings dialogs can use different persistence behavior.
Some existing companies are disabled while the New Companies default is enabled. Future companies can receive the template. Review the configuration before choosing Save Anyway.
Do not use that approach. No role restrictions means open access, and the control can return to all roles when the last role is removed. Keep the template inactive instead.
The editor switch is part of the draft. Use Save Template to persist activation, then verify the intended Company and role can access it.
The confirmation lets you keep editing with Cancel or discard the draft with Leave Without Saving. Previously saved configuration remains.
Check the displayed validation problem: required name, duplicate name or field key, invalid PSA status, unfinished condition, or an invalid embedded-template reference. Correct the affected fields and save again.