The Smart Support – Ticket Templates add-on lets you create reusable ticket layouts for common support requests.
A ticket template can prefill the ticket subject and message, helping customers and agents create clearer, more complete tickets.
What problem does it solve?
Without templates, users may submit vague tickets such as: Help! or It does not work.
Ticket Templates helps standardize new tickets by prompting users to include the right information from the start.
What you can do with Ticket Templates
With the add-on installed and licensed, administrators can:
- Create reusable ticket templates
- Add a default subject and message
- Show a Choose a Template dropdown on supported ticket forms
- Prefill the ticket subject and message when a template is selected
- Lock the subject, message, or both
- Activate or deactivate templates
- Manage template access through Smart Support capabilities
Example templates
| Template | Typical content |
|---|---|
| Bug Report | Steps to reproduce, expected result, actual result, browser or device |
| Feature Request | Use case, priority, desired outcome |
| Billing Issue | Invoice number, charge date, billing question |
| Technical Support Request | Product area, error message, when the issue started |
| Account Access Request | Username or email, login issue details |
| Refund Request | Order ID, reason for refund |
Requirements
To use Ticket Templates:
- The main Smart Support plugin must be active.
- A valid Ticket Templates license must be active under Smart Support → Licenses.
If the license is inactive, the template management screens show a license-required message and the template selector does not load on ticket forms.
Where templates appear
Templates appear on supported Smart Support ticket creation forms.
The add-on looks for forms using the class: smart-support-ticket-form
On supported forms, the template dropdown appears above the Subject field.
What templates prefill
| Field | Prefilled by template? |
|---|---|
| Subject | Yes |
| Message / description | Yes |
| Priority | No |
| Department | No |
| Product / service | No |
| Status | No |
| Category / issue type | No |
Users still complete any other ticket fields manually.