Create Ticket and Live Chat Templates

Ticket and live chat templates can be used to gather information from customers such as their product version, phone number, or email address by using custom fields. Companies running the Enterprise edition of SmarterTrack can also run reports that include information collected from ticket and live chat templates.

Applies to SmarterTrack 11.x-12.x

Follow these steps to create a ticket or live chat template:

  1. Log in to the SmarterTrack management interface as a system administrator.
  2. Click on the Settings icon.
  3. Expand the Configuration folder.
  4. Click Custom Fields in the navigation pane.
  5. Click on the Templates tab and click Add in the content pane.
  6. In the Display Name field, type the name of the new template.
  7. Use the Field Definitions tab to add existing custom field definitions to this template. For more information, see the Field Definitions section of the SmarterTrack Online Help.
  8. Click Save.

All other settings are optional. For more information, please refer to the Templates section of the SmarterTrack Online Help.

Applies to SmarterTrack 6.x - 10.x

Follow these steps to create a ticket or live chat template:

  1. Log in to the SmarterTrack management interface as a system administrator.
  2. Click on the Settings icon on the main toolbar.
  3. Expand the System Settings and Custom Fields folders.
  4. Click Templates in the navigation pane.
  5. Click New in the content pane toolbar.
  6. In the Display Name field, type the name of the new template.
  7. Use the Field Definitions tab to add existing custom field definitions to this template. For more information, see the Field Definitions section of the SmarterTrack Online Help.
  8. Click Save.

All other settings are optional. For more information, please refer to the Templates section of the SmarterTrack Online Help.

For additional information on adding custom fields to templates or assigning templates to tickets or live chats, refer to the knowledge base articles Create and Use Custom Fields in Live Chat and Create and Use Custom Fields in Tickets.

 

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