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
Steps
1. Navigate to Tickets Module
Go to https://msportal.ai/tickets
2. Access Templates
Click on the Tickets menu in the top navigation, then select Templates from the dropdown.
3. Review Existing Templates
The Templates page displays all existing ticket templates. You can:- View active and inactive templates
- Edit existing templates
- Duplicate templates as a starting point
- Delete unused templates
4. Create New Template
Click the New Template button to open the template creation form.
5. Configure Basic Template Settings
Template Information
- Name: Enter a descriptive name (e.g., “New Employee Setup”, “Password Reset”)
- Description: Provide a brief description of when to use this template
- Category: Select from available categories
- Active Status: Toggle whether the template is immediately available for use
Category Selection
Select an appropriate category from the dropdown:- Incident - For break/fix issues
- Service Request - For standard requests
- Change Request - For changes to systems
- Problem - For root cause analysis
- Task - For project work
6. Configure PSA Integration Settings (if applicable)
If you have a PSA integration configured:ConnectWise Settings
- Board: Select the service board
- Type: Choose ticket type
- Priority: Set default priority (Low, Medium, High, Critical)
- Status: Set initial status
Halo PSA Settings
- Ticket Type: Select from Halo ticket types
- Priority: Set priority level
- Category: Choose Halo category
7. Generate Template with AI (Recommended)
Click the Generate with AI button to automatically create custom fields based on your template name and description.Note: AI generation typically takes 1-2 minutes. The AI will:
- Create relevant custom fields
- Set appropriate field types
- Add dropdown options for selection fields
- Configure field requirements
8. Review and Customize Generated Fields
After AI generation completes, review the created fields. The system will highlight fields that need review.
Field Types Available
- Text Field: Single-line text input
- Text Area: Multi-line text input
- Dropdown: Single selection from list
- Multi-select: Multiple selections
- Date: Date picker
- Number: Numeric input
- Checkbox: Yes/No selection
- User Select: Choose from users list
Customizing Fields
For each field, you can:- Edit Field Name: Click the field name to rename
- Change Field Type: Select from the dropdown
- Set Required: Toggle the required checkbox
- Add Options: For dropdowns/multi-selects, add or remove options
- Reorder Fields: Drag and drop to rearrange
- Delete Fields: Click the trash icon to remove
Adding Custom Sections
Click Add Section to create logical groupings:- Employee Information
- Hardware Requirements
- Software Requirements
- Access Requirements
- Additional Notes
9. Save the Template
Once satisfied with the configuration:- Review all fields and settings
- Click Save Template
- The template will appear in your templates list
- If marked as active, it’s immediately available for use
Using the Template
Once saved, the template can be used:- Go to Tickets > New Ticket
- Select your template from the dropdown
- Fill in the custom fields
- Submit the ticket
Best Practices
- Test Before Activating: Create templates as inactive first, test them, then activate
- Use Descriptive Names: Make template names clear and searchable
- Regular Reviews: Periodically review and update templates
- Document Requirements: Include help text for complex fields
- Standardize Options: Use consistent dropdown values across templates
Common Template Examples
- New Employee Onboarding
- Equipment Request
- Software Installation
- Access Request
- Password Reset
- System Change Request
- Incident Report
Troubleshooting
- AI Generation Fails: Check your internet connection and try again
- Fields Not Saving: Ensure all required fields have valid values
- Template Not Appearing: Verify the template is marked as active
- PSA Sync Issues: Check integration settings and credentials