Ticket Templates for automatic ticket creation

In this article, you'll learn how to create and use ticket templates while using the Checklists app.

Ticket templates are used when you want to convert a task into a subticket, either manually or via automation.

What are ticket templates?

If you already know the contents of a subticket, you can pre-define it using ticket templates. This allows you to specify things like the subject, description, assignee etc. and any information that you'd like to copy from the parent ticket at the point it is created.

How to create a ticket template?

1. Open the app settings of the Checklists app

2. Click on the Ticket Templates icon on the left navigation bar

3. Then, click on Create Ticket Template

4. Configure the fields of the ticket template as shown below.

• Name - Give your ticket template a friendly name so that it can be referenced in an automation.
• Email - Provide the email address on whose behalf the ticket will be created. Here, you can either provide an email address or a placeholder that will be substituted at the time of ticket creation. Using {{requester.email}} will use the original ticket requester's email while creating the ticket.
• Subject - Provide a subject for the ticket. Again, you could use placeholders from either the parent ticket or the task from which this ticket is being created.
• Description - Provide the content for the body of the ticket making use of the available placeholders.
• Ticket Status - Pick a status for the ticket. 
• Ticket Priority - Choose a ticket priority.
• Ticket Source - Pick a source for the ticket.

The rest of the ticket fields like Ticket Type, Assigned Group and Assigned Agent are optional.

Once configured, you will be able to use the ticket templates at the time of converting a task into a subticket.

There are 2 ways to convert tasks into tickets.

1. Manually - When an agent converts a task into a ticket from the Checklists app on the ticket sidebar.

During this action, the app uses the Default ticket template to convert the task into a ticket.

To change the default to a different ticket template, click on the 3-dots on any other ticket template and click Make default.

This changes the default ticket template.

2. Automation - Assign a ticket template to convert a task into a ticket during an automation.

Edit a task in a Checklist and assign a ticket template.

When the automation rules are satisfied during ticket creation, the Checklists app will add the tasks to the ticket. In addition, it will convert the configured tasks into a subticket automatically.

Note: The creation of subtasks also happens when a Checklist is manually added to a ticket.