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Ticket Templates (added in version 5.5) provide the ability to apply changes to ticket fields during ticket edit by selecting from a drop-down list of pre-defined templates. The changes can be applied to some or all of the fields on the ticket.
This feature is useful for:
Help Desk operations, where common problems can be addressed with templates to provide faster editing, more consistent categorization, more appropriate resource assignment, and pre-defined feedback/resolution communicated to the customer.
Work flow, where existing tickets can be progressed through a process that is pre-defined.
Reducing training requirements, so that the user is trained to apply a template. The template can be evolved over time (i.e. to assign or categorize differently) without having to re-train the user.
Templates can be globally available in all queues, or set to be available in only a single queue.
Templates are set up only by TeamHeadquarters Administrators, using the Command List function.
Edit the 
ticket.
Select the desired template from the drop-down field in the top right corner of the ticket edit page.
The fields pre-selected in the template will be set/changed.
Make any additional additions or refinements to the ticket fields.
Click Save or Apply.
