Why It Matters
Form Templates allow you to standardize what information is captured and how it is formatted when a new ticket is generated, ensuring your agents always receive structured, consistent data for specific types of requests.
How to Do It
- Access the Form: Navigate to Administration → Forms from the main side panel and open the specific user-facing form you want to configure.
- Go to Destinations: Click on the Destinations tab. You apply your template right at the point where the ticket is generated.
- Select the Template: When setting up your routing actions (such as Add Ticket, Add Problem, or Add Change), locate the specific dropdown for templates. Select your pre-configured Form Template from this list.
- Save and Apply: Now, whenever an end-user submits this specific catalog form, the system will automatically apply your Form Template’s layout and predefined fields to the resulting backend ticket.
Next Steps
Submit a test request using a catalog form that has a Form Template assigned, then open the resulting ticket in the Assistance view to verify the correct layout and fields were applied.
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