# Ticket Templates: Pre-fill Tickets and Reply Boilerplate

Create internal ticket templates that pre-fill the subject, body and properties of tickets your team logs often, and set reply and forward templates for email.

> Source: https://www.robylon.ai/docs/inbox/ticket-templates
> Section: Inbox and tickets

Ticket templates save agents from typing the same ticket over and over. An internal ticket template pre-fills a new ticket's subject, description and properties. Response templates add standard text to the top of every email reply or forward.

Open it from **Settings → Inbox & Productivity → Ticket Templates**. It has two tabs: **Internal Ticket Templates** and **Response Templates**.

## How do I create an internal ticket template?

Click **Create Template**, fill in the template details and the ticket content, and click **Create template**. A preview on the right shows how agents will see it.

<Steps>
  <Step title="Start a template">
    On the **Internal Ticket Templates** tab, click **Create Template**.
  </Step>
  <Step title="Add template details">
    Enter a **Template name** (required) and a **Description**. Admins see these; customers never do. The description appears on the template's tile in the agent's picker, so say when to use it.
  </Step>
  <Step title="Choose who can use it">
    Under **Visibility**, choose which agents see this template in their picker (for example **All agents**).
  </Step>
  <Step title="Feature it (optional)">
    Turn on **Mark as featured** to show the template as a one-click pill at the top of the new ticket flow. You can feature up to 6 templates.
  </Step>
  <Step title="Write the ticket content">
    Choose the **Internal email** the ticket is received at (leave empty to use the workspace default), then write the **Subject** and **Description body** to pre-fill.
  </Step>
  <Step title="Set default properties">
    Under **Default properties**, required properties appear automatically. Use **Add property** to set defaults for other properties. Agents can change these values when they create the ticket.
  </Step>
  <Step title="Save">
    Click **Create template**.
  </Step>
</Steps>

<Frame>
  <img src="/assets/docs/app-ticket-template-new.webp" alt="New ticket template page with template details, visibility, quick start options and a live preview" width="1734" height="1350" />
</Frame>

## How do agents use a template?

When an agent clicks **New Ticket** in the inbox, featured templates appear as pills and **Browse all templates** lists the rest. Picking one fills in the subject, description, mailbox and property defaults. See [Tickets](https://www.robylon.ai/docs/inbox/tickets#how-do-i-create-a-ticket).

The template list shows each template's visibility, status and how often it has been used.

## What are response templates?

Response templates are boilerplate inserted above the signature when an agent opens an email composer. There are two:

| Template | Inserted when |
| --- | --- |
| Reply Template | An agent replies to a ticket. |
| Forward Template | An agent forwards a ticket. |

Open the **Response Templates** tab and add the message for each. A template marked **Not Added** is not inserted.

Click a template's row to edit it. Templates support variables, such as the customer's name, and are available only on the **Robylon Email** channel.