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:| Field | Description |
|---|---|
| Template Name | Display name shown when selecting the template |
| Category | Group templates by type (Incident, Service Request, etc.) |
| Description | Help text explaining when to use this template |
| Active Status | Whether the template is available for users |
PSA Integration Settings
Configure default PSA values for tickets created from this template:- ConnectWise
- Autotask
- Halo PSA
- 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:- By default, templates are visible to all companies
- Add specific companies to restrict visibility
- Search and select companies from the list
- Remove companies to revoke access
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.
1
Expand Company Branches
Click the Company Branches accordion section.
2
Click Create Branch
Click the Create Branch button.
3
Select Company
Search and select the company that needs a customized version.
4
Create & Edit
Click Create & Edit to create the branch and open it for editing.
| Action | Description |
|---|---|
| Edit Branch | Click the external link icon to open and edit a branch |
| Delete Branch | Click the trash icon and confirm to remove a branch |
| View Status | See whether each branch is active or inactive |
Import / Export
Export templates for backup or sharing, or import templates from JSON/CSV files. Export Options:| Format | Use Case |
|---|---|
| JSON | Complete template backup including all sections, fields, rules, and optionally branches |
| CSV | Bulk editing field labels, help text, and options in a spreadsheet |
| Format | Use Case |
|---|---|
| JSON | Create new templates or replace existing ones |
| CSV | Update existing field properties without changing structure |
JSON Import Options
JSON Import Options
- Replace existing: Overwrites all content of an existing template
- Create new: Creates a new template (fails if key already exists)
- Generate New Key: Adds timestamp to avoid conflicts
- Include Branches: Import company branches (requires matching companies)
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:| Type | Description |
|---|---|
| Short Text | Single-line text input |
| Long Text | Multi-line text area |
| Dropdown | Single selection from options |
| Multi-select | Multiple selections from options |
| Date | Date picker |
| Number | Numeric input |
| Checkbox | Yes/No toggle |
| User Select | Choose from users list |
| File Upload | File attachment |
| Property | Description |
|---|---|
| Label | Display name for the field |
| Key | Internal identifier (auto-generated) |
| Help Text | Guidance shown below the field |
| Required | Never, Always, or Conditional |
| Default Value | Pre-filled value |
| Options | Choices 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.
Saving and Activating
- Review all sections and fields
- Ensure PSA settings are configured if using integrations
- Click Save Template
- Enable the Active toggle to make the template available
Best Practices
Use Descriptive Names
Use Descriptive Names
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”).
Group Related Fields
Group Related Fields
Use Conditional Fields
Use Conditional Fields
Reduce form clutter by showing fields only when relevant. For example, show “Manager Approval” only when the request is over a certain budget.
Test Before Activating
Test Before Activating
Create templates as inactive, test with a few tickets, then activate once you’re confident the fields capture the right information.
Use Branches Sparingly
Use Branches Sparingly
Only create company branches when there are significant differences. Minor variations can often be handled with conditional fields.
Troubleshooting
| Issue | Solution |
|---|---|
| Template not appearing | Verify the template is marked as Active |
| Conditional field not showing | Check the trigger field and value are correctly configured |
| PSA fields not loading | Verify your PSA integration is connected and synced |
| Branch not saving | Ensure you have permission to manage templates |
| Import fails | Check JSON format matches export format; CSV requires existing template |