Using Ticket Templates and Email Templates in a Ticket

Using Ticket Templates and Email Templates in a Ticket

Email Templates
Effective communication is an essential activity for any business organisation. Email Templates in Zoho Desk are used by agents for sending email notifications upon triggering a workflow rule or to respond to the customer requests. While the former will be handled by your Support Manager, let us see how agents could effectively use email templates while answering tickets. 

Email templates when put to use, will reduce the time taken to draft a response while increasing the productivity of the agents. It will come handy when you have a solution that can be suggested for multiple requests. Also, you can create and categorize your personal email templates for ease of access. Here is how you could create a folder and group your templates: 
  1. Click the  icon to access setup. 
  2. In the Customize section, click Templates. 
  3. In the Email Templates page, click the  icon and then click New Template Folder.
  4. Specify the details of the Folder. 
  5. Set the access permissions. You can choose between: Show to all agents, Show only to me, Show to the following agents. 
  6. Click Save. 
Now that you have created a folder, here is how you could create your first email template: 
  1. Click the  icon to access setup. 
  2. In the Customize section, click Templates. 
  3. In the Email Templates page, click the  icon and then click New Template.
  4. In the New Email Template page, enter the Template details. 
  5. Specify the Module as Tickets. Also specify your personal folder (as created above) to add this template underneath it. 
  6. Click Insert Placeholders, and then click the type of placeholder that you want to add. The placeholder will be copied into the email body. 
  7. Click Preview to view your email. 
  8. Click Save. 
Now your email template is ready for use. 

Applying Template to a Ticket
You can apply the email template while replying to tickets in Zoho Desk. To apply a template in the reply editor, follow these steps:
  1. Open a ticket in its detail view. 
  2. Click Reply, Reply All or Forward to open the editor. 
  3. In the editor page, click the  icon from the upper-right area. 
  4. In the email template pop-up window, navigate to your folder and select a template. 
The content from your template will be added into the response. 

Ticket Templates

The Ticket templates are used to automatically populate some pre-defined values into the ticket fields while adding a new ticket. It saves you a lot of time and effort each time you add a ticket for customers over the phone. Also, customers can select a ticket template when they submit a ticket from the web portal. Typically, ticket templates will be created by your Support Manager based on their requirements.

Here is how you could apply a ticket template in a ticket:
  1. From the [Tickets] home page, click the  plus icon from the header. 
  2. In the Add Ticket page, click the  icon from the upper-right corner of the page. 
  3. Select a template from the drop-menu to apply its properties to the ticket.
  4. Enter the data for the other fields and click Submit. 
Applying a ticket template will overwrite the existing values in a ticket. If you change the templates while working on a ticket, the data that is manually entered in the form fields will be lost while loading the new template.