Trouble Ticket Detail Templates
I would like Atera to implement a Ticket Detail Template feature within the New Ticket screen, specifically under the Enter Ticket Details field . This enhancement would introduce a dropdown menu that allows users to select from predefined templates, helping streamline ticket creation and ensure consistency in language, formatting, and technical detail.
How it Would Work:
Dropdown Placement: Above or below the Enter Ticket Details field, a dropdown menu labeled “Insert Template” would allow users to select a predefined ticket detail template.
Template Management:
Templates would be configured by Admins in the Admin center.
Each template should include:
Formatted text, including headings, bullet points, hyperlinks, and styling (bold/italics)
Optionally dynamic fields like [Customer Name], [Device], [Technician], etc., to auto-fill standard variables
User Experience:
When a template is selected, its content would populate the Description field automatically, which the technician can then tweak or expand upon.
Markdown or basic WYSIWYG formatting should remain available.
Why This Matters:
Time-saving: No more copying and pasting from external documents or previous tickets.
Consistency: Ensures all tickets follow the same structure, improving technician clarity and client-facing professionalism.
Training: Makes onboarding easier for new techs who can follow standardized ticket language and formatting.
Compliance and QA: Helpful for meeting internal documentation standards or industry compliance by enforcing specific data formats.
Example Templates:
Initial troubleshooting checklist
Onsite visit summary template
Firewall install/config notes
End-of-shift handoff summary
Service outage postmortem format
Optional Enhancement:
Allow default templates to be tied to specific ticket types or categories (e.g., selecting “Onsite Visit” from ticket type preloads the corresponding template).
Jarrett Freeman
shared this idea
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Dee Donoho-Alemany
commented
YES!!! We need this like yesterday!
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Dave Webster
commented
This is a great idea, we can look forward to it being deployed in 2036!
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Noah Sacco
commented
Hi Atera team,
After building out the platform for my company, I have come to notice that the service portal does not fully optimize the use ticket template feature.
As it stands now, when a user navigates to the service portal and creates a ticket, ALL custom fields that have the setting "User can Edit" are shown to the user. It will remain this way UNTIL a user selects a ticket template. Only after selecting a ticket template, the custom fields will filter down to what has been specified to be included in the template.
After doing some brainstorming with the team, I believe that this is not a fully optimized way of going about this. We believe the best workflow for the ticket templates would be such that the user can select the mandatory fields such as priority, status, impact and type. After inputting the mandatory information needed the next field would be to select a ticket template, which, when selected will show the fields that the admins have specified that need to be filled out. This differs from the show everything > filter down approach currently used; to show nothing > filter what the selected template specifies.
It wouldn't make sense to provide a user with a huge list of fields that they may or may not fill out until a ticket template is selected. Even more so, users might be apprehensive to use the ticketing system if, when they create a ticket, they are presented a long list of fields that they might not ever fill out.
For example, what if a user wants to create a ticket that does not match the description of a ticket template? Would they then have to scroll through all of the custom fields that have been set to find the information they want to enter? Is it expected that we are to create an "Other" ticket template for users who can't find a ticket template that matches their issue?
I hope that in this post I can properly explain the issues, however if not, please reach out and I would be glad to schedule a meeting or provide pictures. Thanks