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Real Ticket Templates - Not Notes Templates

Posted: Wednesday, October 30, 2019 10:32:24 PM(UTC)
C Johnson

C Johnson

Member Original PosterPosts: 5
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The current feature that is called Ticket Templates are not actually template for tickets. They are template for Notes to be added to tickets. There needs to be a real ticket template feature, that present a custom form for the user to fill in prior to submitting the ticket. Templates should be tied to ticket categories. When a user selects a ticket category they are presented with a list of templates to choose from. The existing Ticket Template feature should be renamed and actual Template for tickets be setup that are:
1. Visible to Users (not just agents)
2. Added to a pick list of some sort when a user clicks "New Ticket" that allows them to pick the ticket template. The template would then load with predetermined required fields, instructions, etc.
CS Caritas Socialis IT
#1CS Caritas Socialis IT Member Posts: 2  
posted: 1/13/2021 9:09:14 AM(UTC)
Dear Lansweepers!
That would really be a great thing, because we have different requirements, e.g. for our facility management.
Maybe that can be implemented, that would help us a lot!

Many Thanks!

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