In Advanced and Enterprise plans, you can use ticket templates to standardize your tickets, simplify reporting, and get the most out of them.
Ticket templates are defined and assigned by admins, and can be used by assigned teams when creating a ticket.
To understand the organization and site-level governance options, please refer to this dedicated article.
From the organization page settings or site page settings, access the Ticket templates tab.
Click on Create a new template and start defining your first ticket template:
General settings: Define the name that will appear when your teams create a ticket, along with other structuring settings. For the lock setting, you can find more information here.
Assignment: Add full sites and specific teams that will see this ticket template when creating a ticket. You can select them according to your admin rights. When a full site is selected, any new team added within this site will be automatically assigned, so you don't have to manually update your ticket template settings.
Fields: Define all the content of the ticket. You can set fields as mandatory, define placeholders, and set default values. You can also order the listed fields based on your preferences.
Tasks: Add default tasks to define your standard task plan, with a name and duration. The task duration will determine the task due date. For example, if you enter a task duration of 3 days, when the ticket is created, the task due date will automatically be set to today + 3 days.
Processes: Add default processes from your process list.
Click on Update and your ticket template is live and ready to be used by assigned teams.
You can edit it at any time.