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PHP Version 5.5.3.8 (MYSQLi)
MySQL 5.7.15

I have an installation for Hesk on an internal webserver for a very specific application. Everything works fine but I would like to be able to show the customer the ticket templates I have created on the admin side which the admins can see when they create a ticket for a customer. Is there a way to do this and I am just missing it? having the ability to predefine some information for the customer add to would make it much easier on them and would speed up our processes.

So in perspective, a new customer hits the helpdesk to put in a ticket. They start the ticket and would be able to select from the predefined ticket templates (not manage them) and then complete the ticket. This is possible in admin side, but not the normal user side as far as I can tell. Any help would be greatly appreciated.

That's not supported at the moment, ticket templates are indeed available from the admin panel only.

There is a way to pre-populate the submit a ticket form fields, not sure if you can use that instead:
https://www.hesk.com/knowledgebase/?article=83

The ticket pre population is interesting but not really what I am looking for. I have a team which processes video related to criminal offenses and would need to know, based on the type of request presented, specifics about the investigator's requirements. the ability to create the ticket template is awesome but would be even better if the client could see it upon their initial ticket generation. This way we could create several templates for specific situations and collect more information through having the client complete the template in the message area and not clutter up the custom fields. The custom fields would be used just for the common information items we need that cover all the situations.

I have been looking at all kinds of helpdesk software and HESK is by and far the best one suited to our needs even without the ability to create client side templates. Could we request this as a future feature? I am not a programmer by trade so I am not sure as to how hard this would be to incorporate but it would really extend the usefulness of the application.

thanks!

I see what you mean. I will see if this can be included in the near future as I have seen it requested by a few other users as well. No promises though!

How would you expect the templates to load? Be tied to a category for example (so selecting a category automatically loads a template), or be loaded based on a query string parameter (like calling index.php?a=add&template=3)?