It's painful that agents need to select a value from a custom drop down list that 95% of the time will have a specific value.

Would love to set the most common value to the default, and agents can change if necessary.

Folks,

Freshdesk allows you to define different pre-set values for the fields and they can be inserted in a single click. Imagine you're getting an enquiry on a particular item repeatedly , the agents can make use of the template that would fill in all the fields in a single click and of course,  saves a lot of time .

To read more about the ticket templates, visit Ticket templates

Cheers!

Aravind,

I don't see in Ticket Templates the ability to default the date field to today's date for example or the agent field to the agent creating the ticket.

Please advise.

We need this as well.  It will save time and reduce errors. 

 ticket templates are nice
but I still don't have the possibilty to change the "new mail" and "new ticket" defaults (so when no template is selected)

Why is this marked as implemented? This is not the same as applying a template when creating a ticket.

Most of our tickets are created from user emails, and templates can't be applied to existing tickets.

Many fields that don't come from the email (subject, body, sender) need to have values that are almost always the same.

New features are great, but our staff are doing a small amount of extra work hundreds of times a day, and the only responses seem to misunderstand the requirement here.

Nick hit the nail on the head. What we're asking for is currently not available, would streamline our processes and save a lot of manual clicks.

Given that this is marked as "Implemented", is anyone at Freshdesk monitoring it?

That was my goal to reach starting this ticket 4 years ago.

I still have to provide repeated parameters for every single ticket. Like current date, assigned to... Its 99% all of my tickets.

And its so simple to implement... just functions like "currentdate" for date, and "currentloggeduser" for assigned to...

Freshdesk, you should try using your software from point of view single person not big company.

Agree this has not been implemented.  Perhaps a way to auto apply a ticket template based on group or something, but the way is currently, it's not all that useful.