Templates¶
Templates allow you to create tickets at a rapid speed by defining a ticket template for recurring tickets.
Note
😖 Sounds familiar
Right! Prior Zammad 5.3 ticket templates where managed entirely within the ticket zoom.
This has changed:Your agents by default no longer have permission to manage templates by default. However, they can always load existing templates into their new ticket dialogue.
Warning
⚠️ Limitation ahead
Please note that ticket templates do not allow the use of variables.
Managing templates¶
- Adding new template
Use the New Template button to start creating a new template.
- Name
Select a meaningful template name. This name will be shown to your agents during ticket creation (within Select Template).
- Actions
Within actions, Zammad will provide all available ticket attributes. This allows you to create granular templates with the information you need.
- Editing templates
If your template no longer fits your need or contains errors, simply click on the template name to edit it.
- Cloning templates
Zammad allows you to clone existing templates and continue your new template from there.
To do so, use ⋮ Actions of the desired template in your list and choose Clone. A new template modal will open with attributes prefilled.
- Removing templates
If you longer require a specific template, use ⋮ Actions in the list and choose Delete.
Danger
Removals are permanent. ☠️