Ticket Templates for Even Faster Processes

Ticket Templates: The Upgrade to Email Templates

Many people are already familiar with email templates. You use them to send a predefined email to a number of recipients. Ticket templates are the next evolutionary step of this idea! They allow you not only to define a subject and an email body. Rather, ticket templates make use of additional options that only a ticket system can offer. These include …

• the ticket channel of your template,
• the status of your ticket,
• owner and responsible person
• and much more

Use Cases: When Are Ticket Templates Worth It?

Ticket templates are ideally suited for recurring internal or external communication processes. Typical scenarios include:

• Customer questionnaires
• Error logs
• Internal processing notes

Let’s take the example of sending and processing a customer questionnaire: three months after a contract is signed, you want to gauge the satisfaction of a new customer. You create a ticket template and attach the questionnaire as a PDF. As with email templates, you compose the subject and message text — including personalized placeholders, for example for the salutation.

But unlike email templates, the scope of features does not end there: instead of manually assigning incoming responses to a colleague for evaluation, you enter them directly as the ticket owner. This means they automatically receive all replies and can promptly transfer the data to an analysis tool. This saves time and reduces potential sources of error.

In addition, the ticket can be directly assigned to an internal project. This allows your colleague to book their processing time correctly without detours — the appropriate project is already pre-selected.

Additional responsibilities can also be mapped easily. If, for example, the head of quality management supervises the process, you enter her as the responsible person. This keeps her informed and gives her access to all relevant responses at all times.

And to improve day-to-day overview, tickets can be color-coded — directly in the template. The chosen color is retained throughout the entire process and helps with quick categorization.

Further Useful Features

Each ticket template has an owner who may edit it. You can also specify exactly who is allowed to use it — for example, only yourself or an entire team.

As the number of templates grows, a clear structure becomes increasingly helpful. Use groupings for this purpose, e.g., for questionnaires, logs, or requests. This way you always maintain a clear overview.

Another advantage: ticket templates can be combined excellently with the “Next Steps” module. You can find out how this works in the blog post about the “Next Steps” module.

Try Ticket Templates Now

Are you already using teamspace? Then simply activate the module in the configuration. You will also find the corresponding “Ticket Templates” tile there. We are happy to assist you with setup and answer your questions about how to use it.

Not yet a teamspace user? Request here your personal test account and see for yourself.