Templates

Templates allow you to create tickets at a rapid speed by defining a ticket template for recurring tickets.

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.

Active

Set any currently active ticket template to inactive if you don’t need it momentarily. This allows you to keep the template for e.g. seasonal reasons without providing it as an option to your agents.

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 ⋮ in the Action column of the desired template in your list and choose Clone. A new template modal will open with attributes prefilled.

Removing templates

If you no longer require a specific template, use ⋮ in the Action column in the list and choose Delete.

Be aware that the deletion is permanent.