Templates

Templates are great to quickly set properties on tickets and request additional information from requesters. Templates can be used in ticket deflection and manually applied to existing tickets to quickly gather info from users to follow established business processes.

In this article:

How to view Templates settings

To access and manage the Templates settings page:

1. Open the Tikit web app at https://web.tikit.ai.

2. Once in the Tikit web app, select the settings Gear in the header, then select Templates.

• Hover over the labels or check out the following key section for more details.

1. Add Template Add a new template.

2. Search Search for specific templates.

3. Name Template name. Select to view and edit template details.

4. Ticket Count The number of tickets with the template applied. This counts tickets created using the custom form by Tikit Virtual Agent and where analysts have manually applied the template to a ticket.

5. Created Date The date the template was created.

6. More Options Additional options, including Edit and Archive.

How to add a template

To add a new template:

1. In Settings > Templates, select + New Template from the toolbar.

2. Once in the Template Settings form, enter a template name and description. See the following table for info on the form fields.

3. Optionally, templates can assign preset property values. To set a preset value in the template, enable the property by selecting the checkbox, then select a value. Disabled properties will not be changed when applying a template.

4. Select Next to continue.

Note that optional fields like Category, Group, and Assignee properties support unsetting or unassigning by selecting Unset from the dropdown. Note that one or more properties may not be available based on your current plan. For more information on plans and comparing features, check out Pricing.

5. Once on the Add a Custom Form step, select to create a custom form from scratch or start with a predefined form. To use a predefined form, select Start with predefined form, then select an option from the Predefined Forms section. Alternatively, you can select No Custom Form to create a template without a form. Note that if you create a template without a custom form, you cannot add one later, you will need to create a new template.

5. Select Create to continue to the custom form designer.

   

7. Once in the custom form designer, update the custom form to add/remove fields and optionally add validation, then select Save. To learn more about the designer, check out custom form designer below. Congrats on creating a new template! The template can now be used in the ticket deflection knowledge base as a response or directly applied to an existing ticket request additional information from a user.

Ticket Properties

How to edit a template

To update an existing template:

1. In Settings > Templates, find and edit a template by selecting the template by name or selecting More options (…) > Edit.

2. In the Template Settings section, update the template name and description. See the following table for info on the form fields.

3. Optionally, update preset properties in the Ticket Properties section. To set a preset value in the template, enable the property by selecting the checkbox, then select a value. Disabled properties will not be changed when applying a template.

4. Select Next to continue.

Note that optional fields like Category, Group, and Assignee properties support unsetting or unassigning by selecting Unset from the dropdown. Note that one or more properties may not be available based on your current plan. For more information on plans and comparing features, check out Pricing.

5. Once in the custom form designer, update the custom form to add/remove fields and optionally add validation, then select Save. To learn more about the designer, check out custom form designer below.

How to archive a template

Need to retire a template? Templates can be archived to mark them as no longer available in the web app while keeping existing ticket counts for reporting.

To archive an existing template:

1. In Settings > Templates, find the template to archive then select More options (…) > Archive.

2. Select Archive to confirm.

The archived template will now display (Archived) next to the template name.

How to un-archive a template

Need to undo retiring a template? Archived templates can also unarchived as well.

To unarchive a template:

1. In Settings > Templates, find the template to archive then select More options (…) > Un-Archive.

2. Select Un-Archive to confirm.

The template will no longer display (Archived) next to the name and immediately be available for analysts to use.

Custom Form Designer

Display completely customizable forms in Teams using the custom form designer. The designer can be found when adding or updating a template. Create new custom forms from scratch or select a predefined form for inspiration!

• Hover over the labels or check out the following key section for more details.

1. Toolbar Reset the form, preview in Dark/Light Teams themes, and Undo/Redo changes.

2. Card Elements A tool palette of different elements to build the custom form.

3. Card Area Preview and update the custom form with a WYSIWYG editor.

4. Card Structure View and select form elements to update specific properties.

5. Element Properties Element details and advanced features like validation and styling.

6. Card Payload Editor The card payload, or source code, that creates the form. Admins familiar with the Adaptive Card schema can update it directly here, but do so at your own risk!

Toolbar

• Reset Form Redesign the custom form from scratch or a predefined template.

• Select Host App Choose between Teams Light and Dark themes to preview the custom form in.

• Under and Redo Undo/Redo changes to form.

Card Elements

The Card Elements tool palette provides a selection of elements to add to the custom form. Card elements come in three types:

• Containers Arrange collections of child elements

• Elements Display information like text or images.

• Inputs Get input from the user.

To add an element, click and drag the element to the Card Area pane. To learn more about Adaptive Cards, see Authoring Cards

Containers

• Container Defines a a collection of elements.

• ImageSet Container of Images so that UI can show appropriate photo gallery experience for a collection of images.

• ColumnSet/Column Defines a collection of columns, each column is a container.

• FactSet Container of Facts.

Elements

• TextBlock Adds a block of text with properties to control what the text looks like.

• RichTextBlock Adds an array of inlines elements that support support different colors, font sizes, and styles.

• Image Adds an image with properties to control what the image looks like.

• Media Adds audio or video content content.

Inputs

• Input.Text Get text content from the user.

• Input.Date Get a Date from the user.

• Input.Time Get a Time from the user.

• Input.Number Get a Number from the user.

• Input.ChoiceSet Give the user a set of choices and have them pick.

• Input.Toggle Give the user a single choice between two items and have them pick

Ticket Properties

• Request The body of the original request by the requester, see below for more details

• Requester The user who requested the ticket

• Affected Users Add Affected Users to the ticket

• Status Set the Status of the ticket

• Ticket Type Set the Ticket Type

• Category Set the Category of the ticket

• Priority Set the priority

• Team Set the Team

• Group Set the Group

• Assignment Set an Assignee on the ticket using a pre-configured Team and Group, see below for more details

• Collaborators Add Collaborators to the ticket

• Due Date Set the Due Date property

• Tags Add Tags

• Resolution Date Set the Resolution Date. Valuable for tickets that are auto-resolved on submission.

• Add Comment Add a comment to the ticket

• Add Attachment Attach files to the ticket

Of these properties, the Request field is especially unique. Text can be added to the request field to ensure that every request submitted includes the added text. Additionally, the {{message}} tag contains the original request by the user who is creating the ticket. You can chose to include the original request text, or remove it from the field if the original request data is not important. Additionally, you can use variables in the request field to include other data fields included on the form. To learn more about request variables, see HERE. Finally, you can chose whether or not to show or hide the Request field to prevent it from being modified during the form submission process using the Initially Visible checkbox.

Assignment is also a unique property. It allows for an Assignee to be set on a ticket using a pre-defined Team and Group. After adding Assignment to a form, a Team and Group must be selected. The Assignee dropdown will then filter possible assignees for the ticket based on Team and Group membership. This property cannot be used in conjunction with the Team or Group properties on the same form.

Data Sources

Data sources allow you to configure curated sets of data for various ticket properties. Think of data sources as a way to filter property options to only the ones you want your users to see when filling out a form. To configure a Data Source, click Data Sources at the top of the form designer, then select New Data Source. Give your new Data Source a name, then use the dropdown to select which data type you want to create. After selecting your data type, you will see a list of all of the data points for that property. Check the checkboxes next to the items you wish to be displayed to the user when choosing that data type. When the user is presented with the form, the dropdown for that data type will only display the items you checked. After creating the Data Source, click on the form element matching that data type and select the newly created Data Source in the dropdown.

Once selected, you can save your template and test the new form. You will note when clicking the dropdown for the element on the form, that only the data points you checked are visible in the list.

Card Area

The Card Area provides a WYSIWYG preview and editor for the custom form that users will see. The editor has several features to quickly update form:

• View Select an element to view details in the Card Structure and Element Properties panes.

• Update Double click an element to update it directly from the preview.

• Reorder Drag and drop to reorder elements in the form.

Card Structure and Element Properties

The Card Structure pane provides a detailed view of the form’s elements. An element can be selected from both the Card Area and in the Card Structure pane. Select an element to view and update its properties.

Card Payload Editor

Warning! Updating the card payload directly should only be done by admins familiar with the Adaptive Card schema to avoid breaking a custom form.×

The Card Payload Editor lets admins familiar with the Adaptive Card schema directly view and edit the source payload for a card. For more information on the Adaptive Card schema, see Schema Explorer.