To create a Ticket template you have to go into the options and under the blue section you can find the “Ticket Templates”. Clicking it will take you into the list of already existing tickets where you see your other templates and can modify them and create new templates.

When you are creating a new template you will have to give a name to it, this is the only mandatory field by system for the new Ticket template to be created. You can pre-set most of the fields except the To and CC fields so when you are sending out a new email you can pick your template and have the Subject, type, priority, tags and more on it with one click.

To use a created ticket template you have to go to: New Email and on the right hand side you can pick it from the drop down menu or pick it from the recently used list once you used it.

Make sure that templates specific to you are created with the settings that makes it only visible to you, and templates for your group or a specific group are made so.

This function has the ability to have files attached to the email with the template as well, so if you have a blank template you are sending out with your emails you can add it to your template.

Whenever you create a new template, make sure to follow the naming rule for the new templates as well the visibility settings: Name of the templates should always be : What it is for - REGION - Group/Customer Visibility for the template to be restricted to either to creator or to group it is created for. Never leave a template visible for everyone.