Hi @sarawomski 

Greetings From Freshworks Community

Regarding the change in the description of an existing ticket when an template is applied. Could you please elaborate and let me know how exactly are you trying to perform this?

When a ticket is already created we can edit the ticket and only change the following properties of the ticket. Sample screenshot.

If this is not the case and you are referring the concern when we click on +new email or +new ticket to create a ticket and then enter the description value and then choose the template. For this scenario the description does get overridden, if the template has a description value pre-defined then it will take that value and it there is no value for description in the template then it will become blank.

Please let me know if there are still any questions or concerns with the same.

Thanks

When a customer sends in a ticket via a source like email or portal, they include details of what the issue is. My question (may be silly) is will that information get overwritten if the ticket gets updated with a new ticket template. I know other fields will get overwritten like Priority, but I want to make sure the details provided by the customer in the original request will remain.

Hi @sarawomski 

If a ticket is already created, then we do not have an option to apply the ticket templates available in the system. If a ticket is already created we can only edit the ticket’s contact ,subject and description. We would not be able to change the source , if created via email would not be able to change the TO address. 

We can only edit the ticket properties like contact ,subject and description of an existing ticket.

Let me know if you still have concerns and I would be happy to assist you.