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Ticket Templates

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About Ticket Templates

Tickets Tasks have so many options to choose from, from Follow-up Details, to Ticket Data, to default owner, and more. While this level of specificity can be immensely helpful in building tickets tailored to your program, it can be tedious to rebuild similar Ticket Tasks from scratch every time.

Ticket Templates allow you to save Ticket Task settings for reuse, making the creation of a Ticket Task fast and efficient. They can be used across tickets in a brand, even if they are being set up in different surveys.

Using a Template

Qtip: All users with access to tickets are allowed to use ticket templates! However, if you are not a Brand Administrator, you will not be able to create new ones.

The templates you use can be layered. For example, if you have one template that determines ownership and priority, and a separate one that determines Root Causes, you can select both templates to get their components on the same ticket. If certain options override each other, the most recently selected template’s settings will be applied.

  1. In the Actions tab, create a new action. 
    Add Action button in green upper-right; once created, Add Task left bottom green
  2. Click Add Task.
  3. Select Tickets
    Tickets tile in blue on pop up modal
  4. Click the Templates dropdown. 
    Applying templates from the upper-right dropdown
  5. Highlight Apply.
  6. Select the desired template.
  7. Click Save.

Creating a Template

Qtip: Only Brand Administrators can create and delete ticket templates.
  1. In the Actions tab, create a new action. 
    Add Action button in green upper-right; once created, Add Task left bottom green
  2. Click Add Task.
  3. Select Tickets
    Tickets tile in blue on pop up modal
  4. Set up the Ticket Task based on how you want your template to look. 
    On a ticket task, selecting templates in upper-rightmost corner

    Qtip: If you save a template with Piped Text in the name, summary, or data, the Piped Text may not work properly when applied to a totally different survey. Make sure your Ticket Data, Ticket Summary, and Ticket Names have Piped Text that fits the survey content.
  5. Click the Templates dropdown.
  6. Click Save As.
  7. Type a name for your template. 
    Naming and saving the template
  8. Click Save.
Qtip: You can edit a Ticket Task once you’ve applied a template, but you cannot edit an existing template. It is better save a new template and delete any old templates you don’t want.

What Can be Saved in a Template

Qtip: If you save a template with Piped Text in the title or data, the Piped Text may not work properly when applied to a totally different survey. Make sure your Ticket Data and Ticket Names have Piped Text that fits the survey content.

Every component of the ticket can be saved in a template. This includes:

  • Priority
  • Ticket Name
  • Owner
  • Whether to notify the owner by email or not
  • Ticket Summary
  • Ticket Data
  • Follow-Up Details
  • Whether the Follow-Up Details are Force Response
  • Root Cause
    Qtip: The order of options in a Root Cause is not guaranteed to be the same as the original template.
  • Whether to allow users to close a ticket without selecting root cause
  • Whether to allow users to view the full record

Deleting a Template

Qtip: Only Brand Administrators can create and delete ticket templates.
  1. On any action, click Add Task
  2. Select Tickets
  3. Click the Templates dropdown. 
  4. Highlight Delete.
  5. Choose the template you want to delete.
  6. Click Yes, delete this template
  7. If you don’t want to add a Ticket Task to your action, click Cancel. The template will still be deleted.