Internal Ticket Templates

Overview

Ticket Templates let teams speed up ticket creation by saving commonly used ticket fields in reusable templates. Applying a template pre-fills these fields automatically, making support workflows faster, more consistent, and easier to report on.

Templates are available anywhere tickets are supported in gaiia.

Permissions

To use templates, users need the Tickets Edit permission. To create or manage templates, users need the Tickets Settings permission.

Creating a Ticket Template

To create a new Ticket Template:

1. Go to Ticket > Settings.
2. Open the Templates tab.
3. Click New Template.
4. Enter a Template Name (internal-only).
5. Enter a Template Title, which will be used as the ticket title when applied.
6. Add a Description to include process notes or internal guidance.
7. Choose default values for:
   • Ticket type
   • Priority
   • Categories
   • Assignees
8. Click Create Template.

The template will now appear in the Templates list.

Managing Ticket Templates

From the Templates tab, you can:

• Edit any existing template
• Archive templates you no longer use (they won't appear when creating tickets)

Using a Ticket Template

Once templates are set up, they can be used when creating a ticket:

1. Go to the Tickets table or any ticket-enabled entity (like an Account).
2. Click New Ticket.
3. Click Apply Template and choose a template.
4. All predefined fields will auto-populate.
5. (Optional) Change the selected template to update the fields.
6. Create the ticket.

Tickets created from a template will show that a template was applied.