Ticket templates and placeholders

When your agents regularly open side tickets related to specific topics, it's always smart to use ticket templates. They are an easy way of saving time for your agents, as well as for transferring data from main to side tickets - with a few clicks.

1. Start by accessing the app and creating a template. Once opened, you can assign ticket subject, comment, status, form and other ticket properties.
2. You can also assign a custom field ID and decide if its value will always be copied from main to side tickets. For example, this can be a customer account ID in your system, that will now be shown in all tickets.
3. Placeholders are another good way of using data from the main ticket in your side tickets. This will allow your agents to transfer information like original ticket subject, user information (phone, name) or even main ticket creation date. Please note that placeholders can be used in both 'subject' and 'description' fields.

For more information on how the Side Tickets app works, please check this article. In case anything is unclear, feel free to contact us at app-support@leafworks.de for assistance or a feature update request.