Skip to main content
Ticket templates streamline repetitive ticket creation by providing pre-configured forms with custom fields. This guide covers creating templates using AI assistance or manual configuration, managing company-specific branches, and importing/exporting templates.

Prerequisites

  • You must have “Manage Tickets” permission
  • PSA integration should be configured if using external ticketing systems
  • Categories should be set up in Ticket Settings

Creating a New Template

1

Navigate to Templates

Go to Tickets in the sidebar, click the menu button, and select Templates.
2

Click New Template

Click the New Template button in the top-right corner.
3

Configure Template Details

Fill in the basic information:
  • Template Name: A descriptive name (e.g., “New Employee Setup”)
  • Category: Select from available categories
  • Description: Brief explanation of when to use this template
  • Active Status: Toggle whether the template is available for use

Template Configuration Sections

The template editor is organized into expandable accordion sections:

Template Details

Configure the basic template information:
FieldDescription
Template NameDisplay name shown when selecting the template
CategoryGroup templates by type (Incident, Service Request, etc.)
DescriptionHelp text explaining when to use this template
Active StatusWhether the template is available for users

PSA Integration Settings

Configure default PSA values for tickets created from this template:
  • Service Board: Select the board for tickets
  • Default Priority: Set initial priority level
  • Default Status: Set initial status
  • Ticket Type: Select type classification
  • Ticket Subtype: Select subtype (if applicable)
PSA settings are only available after configuring your PSA integration in Settings.

Company Visibility

Control which companies can see and use this template: Default Visibility Setting: At the top of the visibility section, configure the default behavior for new companies:
  • Enabled (default): New companies automatically have access to this template
  • Disabled: New companies must be manually enabled
Per-Company Controls: Each company can be individually toggled on or off:
  • Search for companies using the search box
  • Toggle the switch to enable or disable access
  • Companies with branches are highlighted with a branch indicator
Bulk Actions:
ActionDescription
Enable AllGrant access to all companies
Disable AllRevoke access from all companies
Enable All Except BranchedEnable for all companies that don’t have a custom branch (recommended when using branches)
When using company branches, click Enable All Except Branched to ensure companies with custom branches use their branch while all other companies use the parent template.
Companies with branches are shown with an orange branch badge. These companies will use their branch version regardless of whether the parent template is enabled for them.

Company Branches

Create company-specific versions of a template with customized fields and settings.
Company branches allow you to customize a template for specific companies while keeping the parent template as the default for all other companies. Branches inherit the parent template structure but can have different fields, labels, help text, and PSA routing.
When to Use Branches:
  • A client needs additional custom fields not relevant to other companies
  • A client requires different PSA routing (different board, queue, or priority)
  • A client wants simplified fields with some sections hidden
  • A client needs different field labels or terminology
Creating a Branch:
1

Expand Company Branches

Click the Company Branches accordion section in the template editor.
2

Click Create Branch

Click the Create Branch button in the top-right of the section.
3

Search and Select Company

Use the search box to find the company, then click to select it. Companies that already have branches are not shown.
4

Create & Edit

Click Create & Edit to create a full copy of the template and open it for editing.
Editing a Branch: When editing a branch, you can:
  • Add, remove, or modify fields and sections
  • Change field labels, help text, and default values
  • Configure different PSA routing settings
  • Give the branch a custom name (optional)
The branch is a complete, independent copy of the parent template. Changes to the parent template do not affect existing branches. Managing Branches:
ActionDescription
Edit BranchClick the external link icon to open the branch in the template editor
Delete BranchClick the trash icon, then confirm. The company reverts to the parent template
View StatusInactive branches are labeled with a badge
Viewing Branches from the Template List: In the Templates table, templates with branches show an expandable row. Click the chevron to see all company branches for that template, including:
  • Branch name and company name
  • Number of companies with visibility enabled/disabled
  • Quick actions to edit or delete each branch
Deleting a branch is permanent and cannot be undone. The company will immediately revert to using the parent template.

Import / Export

Export templates for backup or sharing, or import templates from JSON/CSV files. Access the Import/Export dialog from the accordion section in the template editor or from the row actions menu in the templates list. Export Options:
Complete template backup including all sections, fields, rules, PSA defaults, and optionally company branches.Includes:
  • Template name, key, description, category
  • All sections and fields with their configuration
  • Conditional rules and validation settings
  • PSA default values (board, priority, status, type)
  • Company branches (optional)
Use Cases:
  • Backup before making major changes
  • Share templates between tenants
  • Version control for template configurations
Import Options:
Create new templates or replace existing ones from a JSON file.Import Modes:
  • Replace existing: Overwrites all content of an existing template with the same key
  • Create new: Creates a new template (fails if the key already exists)
Options:
  • Generate New Key: Adds a timestamp suffix to avoid key conflicts
  • Include Branches: Import company branches (requires matching company names in your tenant)
Diff Preview: When importing to an existing template, a preview shows:
  • Added sections and fields (green)
  • Modified sections and fields (yellow)
  • Removed sections and fields (red)
Review the diff before confirming to understand exactly what will change.
Export templates to JSON before making major changes. You can always import the backup to restore the previous version.

Sections & Fields

Adding Sections

Click Add Section to create logical groupings of fields:
  • Employee Information
  • Hardware Requirements
  • Software Requirements
  • Access Requirements

Adding Fields

Within each section, click Add Field to create a new field. Available Field Types:
TypeDescription
Short TextSingle-line text input
Long TextMulti-line text area
DropdownSingle selection from options
Multi-selectMultiple selections from options
DateDate picker
NumberNumeric input
CheckboxYes/No toggle
User SelectChoose from users list
File UploadFile attachment
Field Properties:
PropertyDescription
LabelDisplay name for the field
KeyInternal identifier (auto-generated)
Help TextGuidance shown below the field
RequiredNever, Always, or Conditional
Default ValuePre-filled value
OptionsChoices for dropdown/multi-select

Conditional Fields

Make fields appear based on other field values:
1

Set Required to Conditional

Change the field’s Required setting to “Conditional”.
2

Select Trigger Field

Choose which field triggers this field’s visibility.
3

Set Trigger Value

Define what value makes this field appear.

Reordering

  • Drag sections to reorder their position
  • Drag fields within sections to reorder
  • Click Collapse All to minimize sections while organizing

Using AI to Generate Templates

1

Open AI Designer

Click the floating purple AI button on the right side of the screen.
2

Describe Your Template

Type a description of what the template should do, e.g., “Create a template for new employee onboarding that captures hardware needs, software requirements, and access permissions.”
3

Review Generated Fields

The AI will create sections and fields based on your description.
4

Customize as Needed

Modify, add, or remove fields to match your exact requirements.
The AI designer works iteratively. You can request changes like “Add a section for emergency contacts” and it will modify the existing template.

Saving and Activating

  1. Review all sections and fields
  2. Ensure PSA settings are configured if using integrations
  3. Click Save Template
  4. Enable the Active toggle to make the template available

Best Practices

Name templates clearly so users can quickly identify the right one. Include the purpose in the name (e.g., “Password Reset - Standard” vs “Password Reset - VIP”).
Reduce form clutter by showing fields only when relevant. For example, show “Manager Approval” only when the request is over a certain budget.
Create templates as inactive, test with a few tickets, then activate once you’re confident the fields capture the right information.
Only create company branches when there are significant differences. Minor variations can often be handled with conditional fields.

Troubleshooting

IssueSolution
Template not appearingVerify the template is marked as Active
Conditional field not showingCheck the trigger field and value are correctly configured
PSA fields not loadingVerify your PSA integration is connected and synced
Branch not savingEnsure you have permission to manage templates
Import failsCheck JSON format matches export format; CSV requires existing template