Default templates for customer tickets

[George Bliss]

Hello everyone,

We would like customers to fill in out certain bits of information in regards to incidents they are experiencing. This will allow us to solve the problem a lot quicker if we have all the information to hand.

Is there a way of having a template in the 'description' piece where the 'questions' would automatically populate that need filling in order for us to investigate?

Thanks,

[Fabian Lim · Accepted solution]

Hi @George Bliss

I would recommend using additional custom fields to gather the other details.  Then you can specify specific questions instead of having them all in the description field.  

If you still want to use the description with filled in info you can add a context for description field and populating default data. The other option is to use 3rd party plugins.

Regards

[Alex Koxaras -Relational-]

@George Bliss to add to what @Fabian Lim said, unfortunately you can't change the behaviour of field (in cloud) like this. So adding custom fields AND forms to your request type, you can do wonders.

[George Bliss]

Brilliant, thanks both @Fabian Lim and @Alex Koxaras -Relational- 

Much appreciated,

George