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Create and Manage Ticket Templates (Admin)

📚 Add-ons Integrations (Pro) 📚 Ticket Templates

Administrators can create and manage ticket templates from the WordPress admin.

Go to: Smart Support → Templates

From this screen, you can create, edit, activate, deactivate, and delete templates.

Open the templates list

  1. Go to Smart Support → Templates.
  2. Review the templates table.
  3. Click Add New Template to create a template.
  4. Click Edit on an existing template to update it.

The templates list includes:

  • Template name
  • Subject preview
  • Lock status
  • Active or inactive status
  • Created date
  • Actions

Create a new template

  1. Go to Smart Support → Templates.
  2. Click Add New Template.
  3. Complete the template fields.
  4. Click Create Template.

Template fields

Field Description
Template Name Required. The label shown in the Choose a Template dropdown.
Subject Required. The default ticket subject.
Message Required. The default ticket message.
Lock Subject Prevents users from editing the subject after selecting the template.
Lock Message Prevents users from editing the message after selecting the template.
Active Controls whether the template appears in the dropdown.

Example template message

A bug report template might use a message like: Please describe the issue:

Steps to reproduce:
1.
2.
3.

Expected result:

Actual result:

Browser/device:

Screenshots or error messages:

Edit a template

  1. Go to Smart Support → Templates.
  2. Click the template name or Edit.
  3. Update the name, subject, message, lock settings, or active status.
  4. Click Update Template.

Changes apply to new tickets created after the update. Existing tickets are not changed.

Deactivate a template

Deactivate a template when you want to hide it without deleting it.

Action Result
Deactivate Hides the template from the dropdown
Activate Makes the template available again
Delete Permanently removes the template

Delete a template

  1. Go to Smart Support → Templates.
  2. Click Delete on the template row.
  3. Confirm the deletion.

Deleting a template permanently removes it and its related permission rows.

Organization limitations

Ticket Templates are organized by template name only.

The add-on does not currently provide:

  • Template categories
  • Template tags
  • Department-specific templates
  • Product-specific templates
  • Drag-and-drop ordering
  • Sort order field

The default list order is based on created date, with newer templates appearing first in the default query.

Placeholders and variables

Ticket Templates store static subject and message text.

The add-on does not automatically replace placeholders such as:

{customer_name}
{ticket_id}
{agent_name}
If you include placeholder-style text, users must replace it manually before submitting the ticket.

Best practices

Use templates as structured prompts. A good template should help users provide the details your team needs to resolve the issue faster.

Use clear names such as Bug Report, Billing Question, or Refund Request.

Lock fields only when necessary. Overusing locks can make it harder for users to explain unique situations.

Always test templates on the live submit-ticket page after creating or editing them.

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