First call / First form

Hello Guillaume, 

You can now pre-fill values in the new ticket form using ticket templates. They can be accessed (or created) by clicking on the "Select a template" link in the new ticket page on the agent portal. 

Is this what you were looking for? Do let me know if it addresses your requirement. 

Thanks, 
Ramesh

Hi,

Yes I think so. How can I use it ?

Here's a solution article showing you how you can create and use ticket templates. 

https://support.freshdesk.com/support/solutions/articles/220141-creating-and-using-ticket-templates

Please note that this feature is currently in beta and is being rolled out to all customers in batches. If you are in the Garden plan or above and if you aren't able to see it, please let me know and I'll have someone from our team enable it for your account. 

Ok thank you, but I don't see it :(

You should be able to see it if you are on the Garden or the Estate plans.

Please write to support@freshdesk.com with your account details and we'll get this sorted for you.

Wonderful !