How do I create URL to incident form with pre-populated drop downs

@Lal23 Unfortunately, there is no option for this, the best you can do is create a bunch of templates and then tell them to select that template.

Can the end user access templates? We have only used templates for our agents and I only see the option for templates to be  available to agents in the Form Templates page.

Wow I did not know that!! We don’t use templates so I just assumed they would be available to everyone thanks for educating me. Seems like a miss on freshservices side to add that feature.

My next suggestion is to make a custom field called “Incident Templates” or something of that nature and then let the user select it. Set your business rules to auto hide all the incident fields when they select the “template” option and then on the back end us an automator to update all the ticket fields the way you want them to be for that specific incident template that they selected.  We do something very similar in our environment and it works great.