> For the complete documentation index, see [llms.txt](https://en.help.firstline.cc/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://en.help.firstline.cc/feature/ticket/gong-chan-fan-ben.md).

# Ticket Template

Ticket templates let you predefine commonly used ticket content and handling conditions so specialists can quickly apply them when creating repetitive tickets, reducing duplicate input and keeping the team's handling methods consistent.

## Overview

"Ticket templates" are suitable for handling recurring tasks that are created in similar ways, such as return/exchange tracking, equipment issue handling, complaint escalation, billing confirmation, or cross-department requests.

You can first set commonly used ticket titles, content, categories, priority, status, and assigned specialist information as a template. When creating a ticket later, just apply the template directly, then add customer information or the actual situation for each case. There is no need to start from a blank ticket each time.

{% hint style="info" %}
The purpose of a ticket template is not to automatically create tickets, but to provide a set of preset content that can be quickly applied. After applying it, you can still modify the fields based on the current case before saving the ticket formally.
{% endhint %}

## When is it suitable to use a ticket template?

As long as the same type of work often requires similar tickets, it is worth considering creating a template.

| Use cases                  | Content that the template can prepare in advance                                    |
| -------------------------- | ----------------------------------------------------------------------------------- |
| Return/exchange handling   | Fixed title format, handling instructions, category, priority, and responsible team |
| Complaint escalation       | Complaint handling instructions, higher priority, assigned specialist               |
| Equipment or system issues | Fault information prompts, category, handling status, and owner                     |
| Billing confirmation       | Fixed review items, explanatory text, and handler                                   |
| Cross-department requests  | Unified request format, required information prompts, and responsible contact       |

For example, a company may often need to create "refund request" tickets, so you can first create a refund template:

* **Template name**: Refund Request
* **Ticket title**: Refund Request - Please provide the order number
* **Ticket content**: Pre-list the information that needs to be confirmed, such as refund reason, order number, payment method, and refund amount
* **Category**: After-sales service / Refund
* **Priority**: Normal
* **Assigned specialist**: The contact person responsible for handling refunds

After the specialist applies it, they only need to fill in the customer's actual information for this case.

## Create a ticket template

After entering the "Ticket Templates" management page, you can add a new template, or open an existing template to edit or delete it.

Each template is divided into two parts:

1. **Template basic information**: Used to help the specialist identify the purpose of this template.
2. **Default ticket content**: The data to be brought into the ticket when the template is applied.

### Template basic information

| Required | Field                | Description                                                                                                                                                                                                 |
| -------- | -------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| ✓        | Template name        | The name that specialists see when choosing a template. It is recommended to describe the purpose directly, for example, "Refund Request" or "Equipment Issue Report." The name can be up to 25 characters. |
|          | Template description | Add details about when to use the template, its applicable scope, or notes. Up to 500 characters.                                                                                                           |

{% hint style="info" %}
If the team has many templates, it is recommended to use a consistent naming rule, such as "After-sales - Refund Request," "IT - Equipment Issue," or "Finance - Invoice Correction," which makes it easier to choose the right one than using names like "Template A" or "Common Template."
{% endhint %}

## Default ticket content

The ticket fields used by templates are similar to those used when creating a normal ticket. Currently, you can preset the following main information:

| Field               | How to use it appropriately                                                                                 |
| ------------------- | ----------------------------------------------------------------------------------------------------------- |
| Category            | Preassign the category this type of ticket usually belongs to.                                              |
| Owner               | If the template always serves a specific owner, it can be preset in advance.                                |
| Customer            | It is recommended to preset this only when the template truly corresponds to a specific customer.           |
| Title               | Create a consistent title format so the list is easier to identify.                                         |
| Content             | Pre-fill handling instructions, checklist items, or information the specialist needs to add.                |
| Status              | Determine the initial processing status after the ticket is created, based on the workflow.                 |
| Sub-status          | Further describe the current processing stage of the ticket.                                                |
| Priority            | Preset for templates that are always high priority or standard work.                                        |
| Deadline            | If this type of ticket has a fixed date requirement, you can set it first and confirm again after applying. |
| Assigned specialist | If this type of work is usually handled by a fixed contact person, you can assign it in advance.            |

### How should the title and content be designed?

One of the most valuable parts of a ticket template is organizing the content the team originally entered from memory into a fixed format.

For example, it is not recommended to preset only:

`Customer refund`

You can change it to:

`Refund Request - Please enter the order number / customer name`

The content can also include items that need to be confirmed in advance:

* Order number:
* Reason for refund:
* Refund amount:
* Original payment method:
* Has it been confirmed with the customer:
* Other notes:

After applying the template, the specialist only needs to fill in the case-specific information, which is more stable than having to remember what to record each time.

## Apply a ticket template

When creating or editing a ticket, you can open "Ticket Templates" from the ticket actions area and choose the template you want to use.

After selection, the default ticket content in the template will be brought directly into the ticket you are currently editing. You can continue to modify the title, content, category, priority, or other data before saving.

{% hint style="info" %}
If the template**does not specify a customer**, the system will keep the customer originally selected in the current ticket when the template is applied, and will not clear the customer because of the template. This is ideal for templates where the process is fixed, but the customer changes each time.
{% endhint %}

### Recommended workflow

{% stepper %}
{% step %}

### Choose the customer first

If this ticket is created for a specific customer, you can select the customer information first.
{% endstep %}

{% step %}

### Apply a ticket template

Choose the template that best matches this case type to bring in commonly used content.
{% endstep %}

{% step %}

### Add the actual information for this case

Confirm the title, content, category, status, priority, deadline, and assigned specialist, and replace the prompt text in the template with actual data.
{% endstep %}

{% step %}

### Save the ticket

Create or update the ticket after confirming the data is correct.
{% endstep %}
{% endstepper %}

## Suggestions for planning ticket templates

### One template corresponds to one clear work scenario

If the specialist needs to delete most of the content after applying the same template, it usually means the template covers too broad a scenario. Consider splitting it into more specific templates such as "Refund Request," "Exchange Request," and "Item Reissue."

### Do not hard-code case data into a shared template

Data that changes every time, such as the customer name, order number, actual amount, or faulty device number, is recommended to be left as prompt text for the specialist to fill in after applying the template, rather than leaving one specific case's data in the template.

### Preset status, priority, and owner only for fixed workflows

If different cases may require different priorities or different owners, you do not necessarily need to preset them in the template. A template should reduce the amount of editing, not force the specialist to correct wrong default values every time.

### Regularly clean up templates that are no longer used

When workflows, categories, sub-statuses, or team responsibilities are adjusted, you should also review the ticket templates. Outdated templates can easily lead specialists to create tickets that do not match the current process.

{% hint style="success" %}
A good ticket template should let specialists "only need to fill in the case data after applying it," not "still need major deletions and edits after applying it." If most fields need to be refilled every time, reassess whether the template is worth keeping.
{% endhint %}