I’m sure this has been asked before, but I am struggling to find any references..

I am very new to configuring FreshService. We have a situation where we want users to log custom tickets for their mobile phones - new connection, disconnection, etc. 

I have worked out that I can’t have a new ticket form, but need to add the fields we want to Field Manager and use business rules to show or hide as appropriate, based on, in this case, Category. This all works.

I have then created ticket templates, one for each of the four types of request.

What I now want to know, but can’t work out, is twofold:

• Can I make ticket templates available to requestors? At the moment, they only seem able to be used by agents.
• Can I reorder the fields for each individual ticket type (based on Category choice)? I don’t want the fields in the same order for a New Connection ticket as I do for a Roaming request.

Any pointers would be most appreciated! It certainly feels like being able to create seperate templates for each request type (rather than a single form and using business rules) would have been a lot simpler and quicker for me!

Thanks.