For all the various issues and problems that come up, it can be hard to create tickets that include only the relevant information. That's why it's important to create custom ticket form templates. These templates include fields tailored to the specific situation, streamlining your ticketing processes and making it easier to manage your team's workflow. You can also use ticket forms to trigger ticket automation rules

Ticket forms can be assigned to all customers, specific customers, or set as a default at the account or customer level. This lets you provide tailored ticket forms for different customers — for example, a healthcare customer and a manufacturing customer can each have their own form set, with their own customer-specific default.

Ticket forms can be assigned to all sites, specific sites, or set as a default at the account or site level. This lets you provide tailored ticket forms for different sites — for example, the Finance site and the R&D site can each have their own form set, with their own site-specific default.

Note: Ticket forms are accessible via the new Ticket page UI. The "Select ticket form" option in the Customer Portal cannot be removed or restricted, as it is part of the default flow.

Note: Ticket forms are accessible via the new Ticket page UI. The "Select ticket form" option in the Service Portal cannot be removed or restricted, as it is part of the default flow.

Create a form template

To create a form template:

1. Click Admin > Support and ticketing > Form templates.

The Form templates page appears.

2. Click Create template.

The template appears.

3. Enter a name for your form template (this will be visible to end users and technicians when they create tickets).

4. Drag and drop fields from Available ticket fields into your template, adjust their order, or click Create a new field to add a new custom field. See Add custom fields for more on creating custom fields.

• Note: Custom fields that are marked as required must be used in the ticket form.

5. Click Save.

The ticket form template is created.

Note: Mandatory custom fields can be auto-populated by Robin (IT Autopilot) when the Autofill mandatory custom fields setting is enabled in the AI Center. Robin uses the field name as a prompt and the ticket's conversation as context. See AI Center settings for details.

Edit a form template

When a ticket form template is edited, existing tickets containing the template change accordingly.

Note: Admin user permissions are required to edit ticket form templates.

To edit a form template:

1. Click Admin > Support and ticketing > Form templates.

The Form templates page appears.

2. Click the form template name.

The Edit form template page appears.

3. Edit the form template:

• Change the name of the form.
• Add, remove, or reorder custom fields by dragging and dropping fields from Available ticket fields into your template.
• Click Create a new field to add a new custom field. See Add custom fields.

4. Click Save.

Clone a form template

To clone a form template:

1. Click Admin > Support and ticketing > Form templates.

The Form templates page appears.

2. Hover over the form template and click the clone icon.

The form template is cloned and will appear in the Active templates tab.

Set the account default form

The account default form is used as a fallback whenever a customer does not have its own customer-specific default form set.

The account default form is used as a fallback whenever a site does not have its own site-specific default form set.

Note: Default forms can't be archived. Set a new default form before archiving the current one.

To set the account default form:

1. Click Admin > Support and ticketing > Form templates.

The Form templates page appears.

2. Hover over the form you want to set as the account default and click Set as default.

The form is set as the account default. Now when creating new tickets without a customer-specific default, this form is automatically selected.

The form is set as the account default. Now when creating new tickets without a site-specific default, this form is automatically selected.

Assign forms to specific customers

Assign forms to specific sites

In addition to the account default, you can assign forms to specific customers and optionally set a different default form per customer. This is especially useful for MSPs managing customers across different industries — each customer can see only the forms relevant to them.

In addition to the account default, you can assign forms to specific sites and optionally set a different default form per site. This lets you tailor ticket forms to different teams or departments — each site can see only the forms relevant to them.

When a ticket is created, Atera selects the form using the following hierarchy:

• Customer default form: if the customer has its own default form, it is used.
• Account default form: if the customer does not have a customer default, the account default is used as a fallback.

• Site default form: if the site has its own default form, it is used.
• Account default form: if the site does not have a site default, the account default is used as a fallback.

To assign a form to specific customers:

To assign a form to specific sites:

1. Click Admin > Support and ticketing > Form templates.

The Form templates page appears.

2. Click the form name.

The Edit form template page appears.

3. Click Manage.

The customer assignment window appears.

The site assignment window appears.

4. Choose All customers to make the form available to all customers, or select Selected customers and choose them from the list.

4. Choose All sites to make the form available to all sites, or select Selected sites and choose them from the list.

5. Optionally, mark the form as the default for the selected customers. A customer's default form takes priority over the account default.

5. Optionally, mark the form as the default for the selected sites. A site's default form takes priority over the account default.

6. Click Save & apply changes.

The form is now scoped to the selected customers. End users from those customers will see this form in the Customer Portal, alongside any other forms assigned to them and the account default.

The form is now scoped to the selected sites. End users from those sites will see this form in the Service Portal, alongside any other forms assigned to them and the account default.

Archive / Deactivate form template

Note: Default forms can't be archived. Set a new default form before archiving the current one.

To archive a form template:

1. Click Admin > Support and ticketing > Form templates.

The Form templates page appears.

2. Hover over the form template and click the Deactivate icon.

The form template is archived and can be found if you click on the Status icon and choose Deactivated.

Use a form template when creating a ticket

When creating a new ticket, you can choose a relevant form from your templates. End users can also create tickets with ticket form templates in their Customer Portal.

When creating a new ticket, you can choose a relevant form from your templates. End users can also create tickets with ticket form templates in their Service Portal.

To use a form template when creating a ticket:

1. Click New ticket.

The New ticket page appears.

2. Select the customer and contact for the ticket.

2. Select the site and user for the ticket.

3. Under Ticket properties, select the form template from the dropdown menu.

• The form selection follows the customer/account default hierarchy — the customer's default form is pre-selected if one is set, otherwise the account default is pre-selected.

• The form selection follows the site/account default hierarchy — the site's default form is pre-selected if one is set, otherwise the account default is pre-selected.

4. Enter the relevant information for ticket creation and scheduling. Learn more

Change the form template of an existing ticket

Once the status of a ticket is changed to Resolved or Closed, you can no longer change its form template. End users cannot change the form template once a ticket is created.

Note: Admin user permissions are required to edit the form template of a previously created ticket.

To change the ticket form template of an existing ticket:

1. Open the ticket.

2. Under Ticket properties, select a form template from the dropdown menu.

The ticket adjusts automatically, and the related fields of the new form template appear.