Ticket
Ticket Settings

Ticket Category and Ticket Template Guide

# Ticket Category and Ticket Template Guide

——Use the ticket template to divide different ticket content differences, and identify the connection between the ticket and the actual business according to the ticket category.

# Role of Ticket Category and Ticket Template

Ticket category and ticket template are required contents for agent when creating tickets. Ticket template can be associated with ticket category and contains all basic information of tickets. Any change of ticket template will change the ticket content.

# Preparation

● Add custom fields: The ticket template can be added with multiple custom fields. You can add fields as required and then add the fields into the ticket template. Related article: Public Setting Guide

● Sort the category required by the ticket according to the actual business: The ticket category can be used for ticket filtering and statistics and can also be associated with the ticket template to simplify the operation. Please sort the ticket category according to your business needs, make preparation and then add.

# Add and Manage Ticket Template

# ● Add Template

Add custom fields You can add multiple ticket templates by clicking【+Add Template】 via Ticket Center ＞ Setting ＞ Template Setting page. The ticket template contains two fields: title and problem description, and additional custom fields can be added.
Field sorting After adding multiple custom fields, you can drag the field up and down to change its sequence in the template by clicking the sequence tag before the field.

Figure 1: Field Sorting

Set the default text You can set the default text for the title, problem description and custom fields in the template. The default text is the preset content, which will be filled in the field during ticket creation. Agent can submit or modify it on this basis to improve work efficiency.

Figure 2: Set Default Text

# ● Preview Template

After setting the template, click Preview to view the effect of the template during ticket creation.

Figure 3: Preview Template

# ● Delete Template

You can delete a template from the template list. Deleting a template will affect the tickets that have already used the template.

Figure 4: Delete Template

# ● Available Range

The designated agent/skill group can see the designated ticket template, which allows agents to focus on the business they are responsible for when creating/editing tickets.

● Individual settings

Figure 5: Individual settings

● Bulk settings

Figure 6: Bulk settings

# ● Permission Settings

You can set here so that the designated agent/skill group can change the ticket template to prevent errors during the processing of the ticket.

Figure 7: Permission Settings

# Add and Manage Ticket Category

# ● Add Category

You can add, delete or sort categories in the category pop-up window by clicking 【Edit Category】 on the bottom of Ticket Center ＞ Setting ＞ Category Setting page. You can add up to five levels of ticket categories. When you delete a ticket category, the tickets that have used this category will be affected.

Figure 8: Edit Category

Figure 9: Delete Category

# ● Preview Category

Select a ticket category and click Preview to view the page effect of the selected category and template when a ticket is created. After the category is selected for the first time, the template can be automatically selected according to the association between category and ticket template. After the category is switched again, the template will not change.

Figure 10: Category Template Preview

# ● Move Category

In addition to sorting ticket categories when editing them, you can also sort a category at the same level or move it at different levels in the category list. Select and hover over the category, click【┇】, and select the parent category in the pop-up window for transfer.

Figure 11: Move Category

# ● Available Range

The designated agent/skill group can see the designated ticket category, which allows agents to focus on the business they are responsible for when creating/editing tickets.

● Individual settings：Set the available range for agent/skill group for individual ticket category.

Figure 12: Individual settings

● Bulk settings：Set the available range of agent/skill group for ticket category in bulk by clicking "More".

Figure 13: Bulk settings

# ● Associate Ticket Category and Template

After adding a ticket category, select the category to associate the ticket template in the details on the right. When a ticket is created, the ticket template associated with the ticket category will be automatically filled in to improve efficiency after a ticket category is selected.