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Apply ticket template at any time

Related products:Freshservice
  • July 27, 2021
  • 5 replies
  • 78 views
J
Apprentice

Situation: Allow agents to choose a ticket template and apply it’s properties to existing tickets

  1. Requester enters in a ticket either via the web portal or email.
  2. Agent reviews the ticket and determines this is a common incident, and knows that a ticket template exists
  3. Agent selects the existing ticket template and associated fields are selected, as well as an appended description

Example:

  1. Requester submits a ticket via email stating the company benefits portal isn’t loading.
  2. This is a known issue, and the Agent has a pre-defined script to send to the requester
  3. The Agent selects the “benefits portal not loading” ticket template, and it automatically populates the associated form fields, as well as the description to send back to the requester.

The current process does not allow for a ticket template to be applied after a ticket is created.

    5 replies

    rashmi.nag
    Skilled Expert
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    • rashmi.nag
    • Skilled Expert
    • May 12, 2022
    Updated idea statusNew→Open
    Cheers, Rashmi || Team Freshworks
      zachary.king
      Top Contributor ⭐
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      • zachary.kingTop Contributor ⭐
      • Top Contributor ⭐
      • May 12, 2022

      A workaround for this could be the ability to leverage Scenario Automations or Workflow Automator to trigger updates to a ticket that mimic when you select a specific template. Good suggestion, but wanted to offer some possible solutions in the mean time. Hope that helps :)

      - Zach / ITOps Supervisor - ITSM
        alyssia.correa
        Skilled Expert
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        Closed for Voting→Not Taken
        Ally, Freshworks Community Manager
        zachary.king
        Top Contributor ⭐
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        • zachary.kingTop Contributor ⭐
        • Top Contributor ⭐
        • November 6, 2023

        Appreciate the update @alyssia.correa. Looks like we will have to continue to use the workaround. Templates are such a necessity for efficient Agent ticket handling. They also are extremely useful for Requesters to use as well. I would love to see template functionality available to the requesters. Perhaps that is something the team can work on. I will have to see if the idea has been raised already! :)

        - Zach / ITOps Supervisor - ITSM
          alyssia.correa
          Skilled Expert
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          Hello @zachary.king - You’re welcome! As you mentioned above, this enhancement can be achieved through Scenario Automations. 

          However, please do check if the idea of the template functionality has been shared already, otherwise we can create a new one!

           

          Ally, Freshworks Community Manager
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