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. New 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 form by Tikit Virtual Agent and where analysts have manually applied the template to a ticket.

5. Team The team assigned to the Template

6. Group The group assigned to the Template

7. Assignee The assignee assigned to the Template

8. Form(s) Whether or not there are Forms associated with this Template

9. Lifecycle The lifecycle associated with this Template

10. Created Date The date the template was created.

11. 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.

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.

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.

Adding Forms to Templates

Templates can also optionally have one or many Forms associated to them to serve in requirements gathering for a ticket. With forms, you can also optionally control the experience of when the next form is served to the user filling a ticket out whether it be in Teams, Request Portal, or Agent Portal.

1. Add Form Add an existing form to the Template.

2. Show Summary Card Before submitting the ticket, the user is presented with a read-only card that allows them to review their response before submitting

3. Show Form Name As the user fills the Form(s) out, you can optionally show them the Title of the Form

4. Summary Card Header Text If you want to call the Summary card something else such as "Answer Review" or "Verify before Submission" you can alter this text on a Template by Template basis

How to Create a Form

The only forms that can be added are ones that already exist. To create a form to be used in a Template, check out our Knowledge Base article on Forms.

How to Add a Form to a Template

To access and manage the Forms associated to a Template, click on Forms within a Template:

1. Click Form(s)

2. Click + Add Form

   

3. Choose (or Search to filter) the Form you want to add to this Template

4. Click Submit

With your Form added, you'll see the Title of the Form along with 1 (default) Transition

Click Save in the top right. At this point, your Template and its single associated Form can be manually applied to tickets by agents in the Agent Portal or it can be configured to be used as a deflection response through your Service Catalog.

How to Add Multiple Forms to a Template

You can also add additional forms and control when they are displayed using Transitions. With this, you can build experiences where Forms are only served to the user depending on how they have answered a previous form. Let's add another form to the above experience to let the user request new hardware only when they check off "hardware required?"

1. Click on + Add Form

2. Add the New Hardware form that is available

3. Next, expand the first form, then expand its single transition. We'll change it from Use Default logic to Use Logic builder. We'll then pick a form input we want to use to drive what happens next. In this case, if Hardware Required? equals false (that is to say, the checkbox is false/unchecked) then this condition is met.

   

4. Finally, we'll decide what we want to happen when this condition is met with the Action section.

a. Submit This will submit the ticket to be created. If the Summary card is shown, that will be shown before the user can submit the ticket
b. Move to Next Form When the condition is met, go the next Form in the sequence
c. Move to Previous Form When the condition is met, go to the previous Form in the sequence
d. Move to X Form When the condition is met, skip to a specific form in the sequence

5. Next, let's ensure we've handled other case. Create another Transition to handle when the condition is true/the checkbox is checked/New Hardware is Required.

Note the difference in the Transition logic:
- When the box is not checked, Submit the ticket
- When the box is checked, Move to Next Form

We've also named our Transitions to make it easy to identify what each transition does in the event we need to return to change our logic.

Finally, click Save in the top right. At this point, your Template and its associated Forms can be manually applied to tickets by agents in the Agent Portal or it can be configured to be used as a deflection response through your Service Catalog. Depending on if the checkbox is checked, the user will or will not see the second form allowing them to pick the kind of laptop they need.