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A ticket template defines the questions, defaults, and access rules for a repeatable support request. The Home AI Assistant uses available templates to prepare tickets, and users can also choose them on Tickets > New Ticket. This guide is for MSP staff. Company users submit requests and cannot create templates.

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Before you start

  • Your role needs permission to write or manage ticket settings (Settings > Tickets).
  • Connect your PSA integration if you want PSA defaults such as board, priority, and status.

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Start a draft template

1

Open New Template

Go to Settings > Tickets > Templates and click New Template.
2

Name the template

Under Template Details, enter a unique Template Name. Choose a Category, or keep No Category.
3

Describe when to use it

Write a Description that explains when to use this request.
4

Turn off the active switch while you draft

New templates start active. Turn off Template is active and available for use if you do not want users to see the draft yet. You keep the setting by clicking Save Template.
The new template can inherit PSA defaults from your ticket settings. Check them before you make the template available. Creating a template does not create a ticket.

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Help the Home assistant choose this request

Use AI Description to say what the template is for and when the assistant should pick it. For example, tell a new employee setup apart from a change to an existing employee’s access.
1

Write or generate the text

Type the description yourself, or click Generate. Generate works after you enter a name and add at least one field. It writes a summary from the template’s fields.
2

Review and edit

Read the result and edit it so it states clear selection criteria. Then save the template.

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Add a section and a question

1

Add a section

Under Sections & Fields, click Add Section. The new section gets a numbered title. Click the title to rename it.
2

Add a field

Click Add field in the section. The field editor opens with a new optional Text field. Enter a clear Field Label, such as “Request summary”.
3

Choose the type and requirement

Keep Text for a short answer, or pick another Type. Set Required to Optional, Required, or Conditional. A conditional field needs a finished rule. See Show or require a field conditionally.
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 alone unless you have a reason to change it. Keys must be unique in the template and cannot be edited after the first save.
5

Review the section

Collapse or expand sections and fields as you work. Adding, editing, removing, and reordering all change the draft. Nothing is kept until you click Save Template.
Keep the first version small enough to test. For choice fields, conditional logic, embedded templates, and PSA routing, see How to create a ticket template. Cancel, Preview, and Save Template controls in the ticket-template editor
Branch preview: multi-select Default Value stays as a list of checkboxes. Select the choices you want pre-filled, change them individually, or use Clear to remove all defaults. The image uses sample Demo fields.
Branch preview of editable multi-select defaults with two choices checked

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Preview the form

1

Open Preview

Click Preview in the page header. The Form Preview panel opens on the right.
2

Try the form

Enter sample answers. Check section navigation, labels, instructions, and required and conditional questions.
3

Reset or close

Click Reset to clear your sample answers. Click Close, or click outside the panel, to return to editing.
Branch preview: configured defaults appear when Preview opens. Reset restores those defaults. Every field is available in the form and preview, including fields inside embedded templates, subject to its configured conditions.
Branch preview showing editable defaults and the Technician Checklist section with synthetic Demo fields Preview uses the current draft, so you can check changes before you save. It does not create a ticket. It does not test PSA creation, webhooks, embedded tickets, or scheduling. Linked-data pickers depend on your own permissions, so Preview also does not show exactly what a client sees.

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Review routing and access

Before you activate the template, open these sections of the editor. Company Visibility and Role Access changes made in the editor are saved when you click Save Template. Company Access, Role Access, and Company Gating dialogs in the Templates list save as you change them.
Do not turn every role off to hide a template. With no roles selected, every role can use it. Turn off Template is active and available for use instead.

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Save and activate

1

Save the draft

Click Save Template and wait for “Template created successfully”. The editor returns to the Templates list.
2

Answer the new-company prompt if it appears

If some existing companies are off while New Companies is on, a “New companies will receive this template” prompt appears. Click Save Anyway to accept it, or Cancel to go back and change the setting.
3

Reopen and verify

Open the template again. Check the name, active state, fields, defaults, and access.
4

Activate

When it is ready, turn on Template is active and available for use and click Save Template again. You can also use Set Active in the Templates list.
5

Check availability

Open Tickets > New Ticket for the intended company and confirm the template appears.
If saving fails, the message names the problem and your draft stays open. Common causes are a missing or duplicate name, a duplicate field key, an invalid PSA status, a conditional field without a trigger, or an embedded field with no template.

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Cancel a draft

Click Cancel in the header. If you have unsaved changes, a confirmation asks whether to discard them. Click Discard to leave without saving, or Keep editing to stay. Your last saved version is unchanged.

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Troubleshooting

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Frequently asked questions

Go to Settings > Tickets > Templates and click New Template.
No. New templates start active. Turn the switch off and save if you want an inactive draft.
No. Field and section edits change the draft. Click Save Template.
It tells the Home assistant what the template is for and when to pick it. It does not grant access or create a ticket.
No. It only shows the form.
No. A placeholder is an example in an empty box. Use Default Value for a pre-filled answer.
Keys are locked after the first save. Change the label or help text instead.
Some existing companies are off while New Companies is on, so companies you add later will get the template automatically.