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Ticket and Task Templates

Ticket/task templates refer to the ability to create new tickets/tasks with default or pre-populated values. For instance, you may want to create a new task with the priority and description already set, allowing you to save time.

In OneDesk, you and your users can create tickets or tasks with the internal creation form. The internal forms are accessed from the ‘Add’ button on the top menu. Internal forms have default properties (the name property, description, etc.) but you can add or remove properties from the forms. You can also have multiple forms for the same item type. Each of these forms can have different properties as well as default values (default name, a default priority value, etc.).

This article covers use cases and examples of using templates. For specifics on enabling multiple forms or editing forms please see: Internal Forms (User-Facing Forms)

For details on item types: Item Types

What are item templates?

'Items' is used in OneDesk to refer to tickets and tasks. Item templates are a method of creating new items with some properties already filled out. Templates allow your team to more quickly create a ticket or task. This feature is particularly useful for companies that have similar services or processes they need to fulfill for their customers. 

How to create/use item templates  

Item templates can be done through enabling more than one internal creation form. This function allows your team to select the appropriate form when creating a ticket/task and properties/defaults will be already filled. 

For complete details on enabling/editing forms: Internal Forms (User-Facing Forms)

See also: Cloning Tasks & Projects

Use cases for item templates

The most common use case for item templates is when there is a service/issue where certain properties are almost always the same or particular properties are required to be filled in. For example, there is a common issue that is always assigned to the same person, or has the same description.

Here are a few real-life examples and what the setup would look like in your account. 

Example: IT Company/Department

I have a ticket type called ‘end-user support’. Beneath that are my two forms, one for 'hardware support' and another for 'software support.' 

If we click to edit the hardware form, you can see that my hardware form has a variety of properties such as a required custom field called ‘Fix Version.’ I also have some default values. When creating a ticket using this form, a user is assigned and a description set by default. 

Now let’s edit my software form and we can see that it is different. There are different properties available on this form, such as a required custom field called ‘Department.’ 

Now let’s create a new ticket using one of the forms. I will click ‘Add’ from the top toolbar and select the 'hardware support' form. 

My form opens with my set properties and my defaults. It is now much quicker to create a new ‘hardware support’ issue.

(Enabling item types may also be useful if the workflow/statuses/automations for each service differ. See: Item types)

Related Articles

Task and Project Cloning

Internal Forms (User-Facing Forms)

Item Types