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Ticket Templates

Ticket templates let your control room predefine the kinds of request people raise most often — for example Log a technical fault, Request boards, or Accounts query — so each one is captured consistently and routed to the right desk. Each template can also be opted in to the CleverAlert customer app, where it becomes a tap-to-raise option for your app users.

Every submission (from the app or elsewhere) lands as an ordinary inbound ticket in Tickets, so it flows through the same triage as any other intake — no separate inbox to watch.

Requires the CRM / Service Ops module

Ticket templates live in the CRM group and are gated by the same has_crm_module flag as Automations and the Tickets module. Super admins always see the tab.

Where to find it​

Settings → Ticket templates.

Template fields​

Each template has:

  • Name — the option label people see, e.g. Log a technical fault.
  • Description (optional) — a short helper line shown under the name.
  • Routes to desk — which triage desk the resulting ticket is classified to: Technical, Operational, Accounts, or Other. This is the ticket's issue_domain.
  • App field prompt (optional) — the label for the free-text box the customer fills in the app, e.g. Describe the fault. Defaults to a generic prompt.
  • Add option in the User app — the opt-in toggle. When on, this template appears as a request option in the CleverAlert app for the VCR's connected sites. Off by default — nothing is exposed to customers until you turn it on.
  • Active — inactive templates are hidden everywhere (both operator use and the app) without being deleted.

Saving​

Edits, additions, and deletions are batched into a draft and written together when you click Save. Discard rolls the draft back to the last saved state. Every template needs a name before you can save.

What the customer sees​

In the CleverAlert app, a site owner or admin opens More → Events & Monitoring → Requests and sees the list of templates you enabled with Add option in the User app. Tapping one opens a short form (using your App field prompt), and submitting files a ticket:

  • Source is marked app so you can tell app-raised tickets apart from internal or portal ones.
  • The ticket is scoped to the site the user is on, tagged with the template's desk (issue_domain), and the submitter's email is captured for reply.

Only a member of the site can submit, and only templates you have both activated and opted into the app are offered — verified server-side by the get_app_ticket_templates and submit_app_ticket RPCs.

Per-VCR, opt-in

Templates are defined per VCR and are never globally shared. A template is only visible to a customer once you turn on Add option in the User app, so you stay in full control of what the app offers.