Ticket templates let you create pre-configured ticket forms with custom fields, default priorities, and default statuses. Instead of building a ticket from scratch every time, agents select a template and the form populates automatically.
Why Use Templates?
Without templates, every agent might create tickets with different formats and varying levels of detail. Templates bring consistency:
- Standardized fields — Each issue type has a clear, uniform set of fields.
- Faster ticket creation — Agents pick a template, fill in the specifics, done.
- Fewer mistakes — Required fields are predefined, so critical information doesn't get missed.
- Automatic categorization — Templates can be linked to a board and come with default priority and status settings.
The Templates Page
The Templates page is accessible via the Templates menu in the Tickets sidebar (?menu=template URL parameter). The page displays:
- Board filter — A dropdown to filter templates by board.
- Search — A search field to find templates by name.
- Template grid — Templates displayed as cards.
Template Card
Each template card shows:
- Icon — Different based on template type (ORDER, ISSUE, TASK).
- Template name — The title of the template.
- Type badge — Indicates the template type (ORDER, ISSUE, or TASK).
- Board name — The board associated with the template.
- Field tags — A list of fields configured on the template.
- Edit button — To modify the template configuration.
- Delete button — To remove the template.
Template Types
Chatmo provides three template types, each designed for different use cases:
ORDER
Templates for tickets related to orders and transactions. Suited for teams handling shipments, refunds, or purchase-related customer issues.
ISSUE
Templates for tickets related to problems or bugs. Suited for technical or support teams handling reports of errors, outages, or system issues.
TASK
Templates for tickets related to internal tasks or planned work. Suited for team task management, projects, or work that has defined deadlines.
Creating a Template
Click the create template button to open a modal with a two-column layout.
Left Column
Template Title
Enter a descriptive name for the template, such as "Shipping Complaint," "Bug Report," or "Daily Task."
Quick Start
Three preset buttons that instantly populate the template with a standard field configuration:
ORDER — Auto-adds fields:
- Shipping Address (TEXT)
- Total Price (PRICE)
- Payment Method (LIST_OPTION)
- Product (PRODUCT)
ISSUE — Auto-adds fields:
- Issue Number (TEXT)
- Issue Type (LIST_OPTION)
- Expected Resolution Date (DATE)
TASK — Auto-adds fields:
- Due Date (DATE)
- Category (LIST_OPTION)
- Estimated Hours (NUMBER)
- Notes (TEXT)
Quick Start is the fastest way to get going. Pick the preset closest to your needs, then customize the fields to match your team's workflow.
Fields Section
After selecting a Quick Start preset or adding fields manually, all fields appear in a list that can be reordered using drag-and-drop. The field order in the template determines the field order on the ticket creation form.
Right Column
Board
A dropdown to select the board associated with this template. Tickets created using this template will default to the selected board.
Default Priority
A dropdown to set the default priority for tickets created from this template (Low, Medium, High, Urgent).
Default Status
A dropdown to set the default status from the statuses available on the selected board.
Add Field Buttons
Six buttons for adding custom fields to the template:
| Button | Field Type | Description |
|---|---|---|
| TEXT | Text | Free-form text input |
| NUMBER | Number | Numeric input |
| DATE | Date | Date picker |
| LIST_OPTION | List Option | Dropdown with configurable options |
| PRICE | Price | Price/currency input |
| PRODUCT | Product | Product search and selection from catalog |
Each template can have a maximum of 1 PRODUCT field. Once a PRODUCT field exists, the PRODUCT button is disabled.
Editing a Template
To modify an existing template:
- Find the template on the Templates page.
- Click the Edit button on the template card.
- The edit modal opens with all fields pre-filled with the current configuration.
- Make your changes — rename, add/remove fields, change the board, or adjust default priority/status.
- Click Save.
Changes to a template do not affect tickets that were already created using it. Templates only apply to new ticket creation going forward.
Deleting a Template
- Find the template on the Templates page.
- Click the Delete button on the template card.
- Confirm the deletion.
Template deletion is permanent. Tickets already created with the template are unaffected, but the template will no longer be available for new ticket creation.
Using Templates When Creating Tickets
When creating a new ticket, the Template field sits at the top of the form (left column):
- Click the Template dropdown.
- Search for the desired template using the search field (the dropdown supports search and pagination).
- Select the template.
- The form auto-populates with custom fields, default priority, and default status from the template.
- Fill in the specific details (title, description, assignee, etc.).
- Click Save.
If you don't want to use a template, select No template from the dropdown.
You can also create a new template directly from the ticket creation form by clicking the Create Template link in the template dropdown.
Custom Field Types in Detail
TEXT
A single-line text input for short information like addresses, reference numbers, or brief notes.
NUMBER
A numeric input for values like item counts, estimated hours, or custom priority scores.
PRICE
A specialized input for price or currency values. Supports decimal formatting.
DATE
A date picker for deadlines, target dates, or other important date milestones.
LIST_OPTION
A dropdown with predefined options configured during template creation. Ideal for categories, issue types, payment methods, or other choices from a limited set.
PRODUCT
A specialized field for linking tickets to products from your catalog. Supports product search, and tickets using this field display product price, quantity, and weight information.
Template Best Practices
- Create templates for recurring issue types. If your team handles the same kind of problem repeatedly, a template makes the process faster and more consistent.
- Use Quick Start as a starting point. The ORDER, ISSUE, and TASK presets cover common field sets. Customize from there.
- Keep the field count reasonable. Too many fields discourage agents from filling them out. Include only fields that are genuinely needed.
- Set default priority and status. This saves agents from having to choose manually every time, especially for tickets that follow a consistent pattern.
- Link templates to the right board. Make sure templates point to the relevant board so tickets land in the correct workflow automatically.
What's Next?
- Create & Manage Tickets — Learn how to create and manage tickets step by step.
- Ticket Board — Manage boards and visualize your ticket workflow.
- Tickets Overview — Return to the overview for a high-level look at the ticketing system.