Ticket Templates help users and agents start new tickets with predefined subject and message content.
When a template is selected, the form fills in the ticket subject and message automatically.
Select a ticket template
- Open the Smart Support ticket creation page.
- Find the Choose a Template dropdown.
- Select a template from the list.
- Review the prefilled subject and message.
- Complete any other required ticket fields.
- Submit the ticket.
To create a ticket without a template, leave the dropdown set to: — Select a Template —
What happens after selecting a template
When you select a template:
- The Subject field is filled in
- The Message field is filled in
- A short success notice may appear
- Locked fields may become read-only or non-editable
Clearing a selected template
To clear the selected template, choose: — Select a Template —
Locked subject or message
Administrators can lock the subject, message, or both.
| Lock setting | What it means |
|---|---|
| Lock Subject | The subject cannot be edited after selecting the template |
| Lock Message | The message cannot be edited after selecting the template |
Locked fields are useful when specific wording must stay consistent, such as policy statements or required request formats.
Editing template content
If the template is not locked, users and agents should personalize the ticket before submitting it.
Good edits include:
- Adding product names or versions
- Adding order IDs or account details
- Removing sections that do not apply
- Adding screenshots or attachments if available
- Clarifying the exact issue
When to use a template
| Use a template when… | Start with a blank ticket when… |
|---|---|
| The request matches a common issue type | The issue is unusual or does not fit a template |
| The form should follow a checklist | A short custom question is enough |
| Support needs specific details up front | Template wording would confuse the request |
| The subject should follow a standard format | The ticket is highly specific or personal |
Admin ticket creation note
Templates are primarily designed for the supported frontend Smart Support ticket form.
The WordPress admin Add New Ticket screen may use a different form class and may not show the template selector unless your site has customized the admin form to support it.