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3.11. Create and Use Ticket Templates for Repeatable Work
Save any ticket as a reusable template and create new tickets from it, pre-filled with the right board, category, priority, checklist, and custom fields.
Ticket templates let you capture the details of a well-defined request — board, category, priority, description, checklist, and custom fields — and reuse them when the same kind of work comes in again. A technician starts a new ticket from a template instead of filling in every field by hand, and the template-supplied values are a starting point that can still be adjusted before the ticket is created. Recurring ticket schedules use the same templates to decide what each generated ticket looks like.
Save a ticket as a template
Any existing ticket can become a template.
- Open the ticket you want to reuse and open its More actions menu in the ticket header. The same Create template from ticket action is also available as a row action on the ticket list.
- Choose Create template from ticket. The template editor opens, prefilled from the ticket, with the banner "Prefilled from ticket #N. Nothing is saved until you click Save."
- Enter a Template name. Names must be unique within your tenant.
- Optionally add Notes. These are for your team only and are not copied to tickets.
- Set the Client scope. Leave it empty to offer the template for every client, or pick one client to offer it only on that client's tickets.
- Leave Offer in the new ticket picker on so technicians can pick the template when creating a ticket. Turn it off for templates that only recurring schedules use.
- Review the captured fields and click Save.
The template captures the ticket's title, description, client, board, category, subcategory, priority, ITIL impact and urgency, tags, custom field values, and checklist items. Status, assignment, and contact are never templated; set those on each ticket.
You can also build a template from scratch: open Tickets > Ticket Templates and click New template.
Loading a ticket into the template editor requires the ticket_template:create permission, which is granted to Admins by default.
Title tokens
A template title can include tokens that are filled in per ticket: {{client}}, {{contact}}, {{due_date}}, {{month}}, and {{year}}. A title such as "Monthly maintenance for {{client}}" produces a unique title for each client. In Quick Add, the title re-renders as you change the client, contact, or due date, and stops re-rendering once you edit it by hand.
Create a ticket from a template
From the ticket list
- Navigate to Tickets from the sidebar and open the Quick Add ticket dialog.
- In the Template dropdown (default None), choose a template. The form fills in the template's fields and shows a From template pill, with the template's checklist items listed below the form.
- If you had already typed into the form, AlgaPSA asks Replace your changes? because applying a template replaces the title, description, and other fields you entered. Confirm with Apply template or cancel.
- Fill in anything the template does not supply, such as the contact or assignment, and adjust any prefilled value.
- Create the ticket as usual.
From the template list
Open Tickets > Ticket Templates, open the row actions for a template, and choose New ticket from template. The same Quick Add dialog opens with that template already applied.
Creating a ticket from a template requires ticket:create and ticket_template:read. Technicians, Dispatchers, Managers, and Project Managers have ticket_template:read by default, so the workflow is available to everyone who can create tickets.
Manage templates
Go to Tickets > Ticket Templates in the sidebar. The list shows each template's name, ticket title, client scope, board, checklist item count, status, and how many recurring schedules use it. Filter by client, or toggle Show inactive to include deactivated templates.
A template's status is Active, Inactive, or Scheduled only (active, but not offered in the new ticket picker).
- Edit a template to change its name, notes, scope, or any of the captured fields. Changes apply to every recurring schedule that uses the template, from the next ticket each one creates. Changing the board clears the priority and category and can invalidate the status of schedules that use the template; those schedules fail until you edit them.
- Deactivate a template to hide it from the picker without deleting it. Schedules that reference it keep generating tickets. Use Activate to restore it.
- Delete a template to remove it permanently. Tickets already created from it are not changed. Deletion is refused while recurring schedules use the template; point them at another template or archive them first.
Managing templates (create, update, delete) is restricted to Admins by default. Grant ticket_template:create, ticket_template:update, and ticket_template:delete to a custom role under Settings > Security > Roles to extend management to a service desk lead without granting unrelated ticket settings.