KDesk Ticket Templates

Ticket Templates

Ticket Templates let your team standardize how new tickets start. A template can prefill the ticket title and description, apply default category and priority values, attach default assignees or contacts, and add related automation so common request types follow a consistent process.

How to Access Ticket Templates

In the KDesk App, open Ticket Templates from the left navigation under the team area. This page is available to internal users with permission to manage ticket creation and ticket configuration.

What the Page Does

Area	What it does
Search	Filters saved templates by name, description, or title template text.
Saved templates	Shows the current templates for the team and whether each template is active.
New template	Starts a blank template with default ticket settings from the current team.
Details tab	Controls the template name, audience, placeholders, ticket text, and default ticket fields.
Automation tab	Attaches approval templates and cost automation to tickets created from the template.
Contacts tab	Controls what contacts can edit and which contacts are allowed to use the template.

Template Basics

Each template includes a name, optional description, and active state. You can also choose whether the template is available to members, contacts, or both. At least one audience must be enabled for the template to be saved.

The ticket title template is required. Default category and default priority are also required so every ticket created from the template starts with valid routing information.

Placeholders

Ticket templates support placeholder tokens that can be inserted into the title template or description template. When someone creates a ticket from the template, KDesk replaces each token with details from the creator, the team, the current date, or the template itself.

Placeholder	What it inserts
$creatorDisplayName	The member or contact creating the ticket.
$creatorFirstName	The creator's first name.
$creatorLastName	The creator's last name.
$creatorEmail	The creator's primary email address.
$creatorCompany	The creator's company value when available.
$creatorPhone	The creator's phone value when available.
$teamName	The active workspace name.
$templateName	The name of the selected ticket template.
$currentDate	The current formatted date.
$currentDateTime	The current formatted date and time.

Default Ticket Values

On the Details tab, you can set the default category, priority, assignees, contacts, and ticket channel. These values are used to prefill the ticket form when the template is selected, and they can also be used as the final values when the team requires template-based ticket creation.

Default assignees can include people or groups. Default contacts can attach related contact records immediately so the ticket starts with the right participants.

Automation

The Automation tab lets you add follow-on work that should always be attached when the template creates a ticket. If approvals are enabled for the workspace, you can attach one or more approval templates. You can also attach catalog-based cost automation so repeatable charges or service items are added consistently.

Contact Controls

The Contacts tab is used when a template is available in the contact portal. You can lock individual fields so contacts cannot change them when they submit a request. Lockable fields include title, description, category, priority, assignees, contacts, and channel behavior tied to the template.

You can also decide whether contacts are allowed to change assignees or add other contacts. If those options stay off, the template defaults remain fixed and the signed-in contact is still attached automatically to the request.

Contact targeting supports two filters: specific contacts and allowed email domains. Leaving both blank makes the template available broadly. If you use more than one filter, the contact must satisfy all configured rules before the template is available.

How Templates Affect Ticket Creation

Members can use templates when creating tickets from the internal ticket form. If the workspace allows freeform member ticket creation, users can choose a template or create a ticket without one. If the workspace is set to template-only creation, a template must be selected before the ticket can be submitted.

Contacts follow the same pattern in the portal. A workspace can allow freeform requests, require request templates, or use templates that lock part of the form while still letting the contact fill in the remaining fields.

Why Ticket Templates Matter

Ticket Templates reduce manual setup, improve consistency, and help route work correctly from the moment a request is created. They are especially useful for repeatable request types that need the same wording, category, priority, assignees, approvals, or cost rules every time.