Creating child tickets using templates

You might find that some scenarios recur in your helpdesk so you can choose to save your common workflows, like employee on-boarding or returns processing, as predefined Parent and Child templates, replete with groups and agents assigned. This can save your agents a lot of time and effort when similar requests are raised.

Quick guide to creating a template: 

• Login to your support portal as an Administrator.

• Click on the Admin tab on the left panel and then go to Ticket Templates under Agent Productivity. 

• From the template list page, you can copy, edit, delete an existing template or create a new template.

• To create a new template, click on Add new and fill in the details for the template.

• Select Save and add child to save this as a Parent template and to start associating Child templates with it.

• You can either choose the Existing Template option to select a Child template from the list of existing templates or Blank template to create a new one.

• While filling in the details of the Child template, you can also choose to inherit all or certain values from the Parent template by clicking on the inherit icon.
  

If you select the inherit icon on top of the Ticket/Email form, it makes sure that the form inherits all the values from the parent template whereas the inherit icon that appears adjacent to individual fields when you hover over them will make sure the child ticket inherits just that specific value. You can undo this selection at any time by clicking on it again. 

• You can also insert placeholders by clicking on Insert placeholder link present on top of the page which will help pull in relevant details from the Parent ticket.

• Click on Save to add the Child template to the Parent template’s list. The created template will be displayed in a hierarchical flowchart to the right.

• Click Save again to save the Parent template.
  

Note: If a Child template does not have a requester, Freshdesk will insert the agent of the Parent ticket as the requester. If the Parent ticket bears no agent, the event performing agent will be assigned as the requester.

Using templates to add Child tickets:

• Click on a ticket from the Ticket List View page.

• Select Add Child from the widget to the right of the screen.

• Choose Using a Template from the dropdown. A list of all the available Parent templates will be displayed. When you select a Parent template, the list of associated Child templates will automatically be applied.

• If you’d like to remove a specific Child, uncheck the options from the checkbox. Once you’re done, click on Create child tickets to create the tickets automatically. You can add up to 50 child tickets by repeating the same process and choosing a different template. 

• Refresh the page to see the Child tickets.

Deleting templates:

• You can also edit/delete a Parent template from the template list page. When you delete a Parent template, all of its associated Child templates will be deleted.  

• Similarly, to delete a Child template, select the Child template and choose Delete from the bottom of the screen.
  

You might find that some scenarios recur in your helpdesk so you can choose to save your common workflows, like employee on-boarding or returns processing, as predefined Parent and Child templates, replete with groups and agents assigned. This can save your agents a lot of time and effort when similar requests are raised.

Quick guide to creating a template: 

• Login to your support portal as an Administrator.

• Click on the Admin tab and then go to Ticket Templates under Agent Productivity. 

• From the template list page, you can copy, edit, delete an existing template or create a new template.

• To create a new template, click on Add new and fill in the details for the template.

• Select Save and add child to save this as a Parent template and to start associating Child templates with it. 

• You can either choose the Existing Template option to select a Child template from the list of existing templates or Blank template to create a new one. 

• While filling in the details of the Child template, you can also choose to inherit all or certain values from the Parent template by clicking on the inherit icon.

If you select the inherit icon on top of the Ticket/Email form, it makes sure that the form inherits all the values from the parent template whereas the inherit icon that appears adjacent to individual fields when you hover over them will make sure the child ticket inherits just that specific value. You can undo this selection at any time by clicking on it again. 

• You can also insert placeholders by clicking on Insert placeholder link present on top of the page which will help pull in relevant details from the Parent ticket.

• Click on Save to add the Child template to the Parent template’s list. The created template will be displayed in a hierarchical flowchart to the right.

• Click Save again to save the Parent template.

Note: If a Child template does not have a requester, Freshdesk will insert the agent of the Parent ticket as the requester. If the Parent ticket bears no agent, the event performing agent will be assigned as the requester.

Using templates to add Child tickets:

• Click on a ticket from the Ticket List View page.

• Select Add Child from the widget to the right of the screen.

• Choose Using a Template from the dropdown. A list of all the available Parent templates will be displayed. When you select a Parent template, the list of associated Child templates will automatically be applied.

• If you’d like to remove a specific Child, uncheck the options from the checkbox. Once you’re done, click on Create child tickets to create the tickets automatically. You can add up to 50 child tickets by repeating the same process and choosing a different template. 

• Refresh the page to see the Child tickets.

Using templates while creating a new ticket:

• Click on + New Ticket on the top right corner next to the Search icon to create a new ticket.

• In the New Ticket form, click on Select a template.

• A list of all ticket templates available in the helpdesk will be displayed. When you select a Parent template, Child templates are created automatically. 
• You can identify a Parent template from the list with this symbol displayed next to it.

Deleting templates:

• You can also edit/delete a Parent template from the template list page. When you delete a Parent template, all of its associated Child templates will be deleted.  

• Similarly, to delete a Child template, select the Child template and choose Delete from the bottom of the screen.

• If the Child template is linked with multiple Parent templates, you will have an option to Unlink from parent template at the bottom of the screen.

Watch the below video to get a step by step tutorial on how to create Parent and Child tickets using templates.