How to Use Ticket Templates

Ticket Templates are a helpful time saver when logging tickets for common and recurring issues.

 

Standard templates can auto-fill the following fields on the Log a Ticket page:

 

• Status
• Assigned To
• Ticket Description
• Action Note(s)
• • Time
  • Attachments
• Ticket Type/Sub Type

 

Scheduled templates can auto-fill these additional fields:

 

• Client
• End User
• Project
• Priority

 

Ticket Templates must be grouped by type so at the very least you will need to create one type of call templates. By organizing your templates by type, you will help keep the list of individual templates shorter and organized. In addition, the types can be associated with the different teams you have created so you can create ticket templates that are only viewable by the teams that need them. This is another way that Revelation will present a less cluttered interface to your staff.

 

When you add scheduling to a ticket template you can no longer choose it from the template drop down on the log a call page so if you wish to retain this functionality with any of your templates you will need two – one generic one you can chose form the drop down and one or more specific templates you have scheduled to run for specific clients.

What is the best option for auto-assigning tickets, Ticket Templates or Projects?

When it comes to auto-assigning tickets, both Ticket Templates and Projects can do this on the Log a Ticket page and the self-service portal (templates will appear as ‘quick tickets’ to end users) – however, only projects can also do this when tickets are logged via the email parser.

 

So if you are not using the parser, then the decision about which mechanism to use to auto-assign tickets rests with the kind of support you provide.

 

Since projects tie to priorities, service levels (response and resolve dates/times), email alert rules, escalation and end user feedback surveys – you should only use projects as a method of auto-assigning tickets if the different kinds of support you provide also have different service levels, email alert rules, require custom field data, etc.

 

This feature is not available for Core users.