Templates are the object which configures individual ticket forms, and their associated workflows within Jetdocs. Templates are created and managed in the Catalog Builder tab at the top of the Jetdocs UI. This tab is only available to workspace Admins and Editors (See Roles and Permissions documentation to learn more).
Each template is stored under a Category, which is like a folder for storing similar templates together. A category can be created using the New Category button at the top of Catalog Builder UI. Within a Category, a new template can be created using the New Template button.
Catalog Builder UI
Template Details
Clicking into one of the listed templates will open up the UI to configure the template. The initial view is a summary of high level configuration details of the template. You can also reference ****who the Responders are for the ticket under Workflow Responders and Additional Responders.
Template Details UI
On the left hand side, you can use the various menu options to view and edit specific configuration pages related to the template. The pages are:
- Summary: Overview of core template settings
- Form Fields: Configuration of the form inputs any user submitting the ticket needs to fill out
- Workflow Steps: Configuration of the workflow steps responders need to approve to complete a ticket
- Preview Ticket: Preview of how the ticket will appear to users submitting the ticket
- Visual Editor: Optionally allows the form fields to be arranged in a PDF-style format with custom colors, labels, and positioning. Allows submitted tickets to be exported to PDF by the end user.
- Form Settings: Configuration for the template name, help text and attachments, priority settings
- Permissions: Configuration for additional ticket Responders (in additional to workflow step responders), as well as specific controls to restrict edit controls and manage visibility in Ticket Hub
- Notifications: Configuration for bot and email notification settings related to tickets submitted using this Template
- SLA: Configuration for Ticket Service-Level-Agreements (expected time to complete each workflow step, or ticket as a whole).
- Integrations: Configuration for linking ticket events with webhooks or Zapier
- Business Hours: Configuration for setting business hours for Tickets, which affects calculations for total ticket and workflow step times, and SLAs