Templates

Templates define how customers submit tickets.

A template contains ordered questions that shape intake quality and triage speed.

Supported question types

• TEXT
• TEXTAREA
• SELECT
• CHECKBOX
• DATE
• FILE

Validation rules

• SELECT and CHECKBOX must define options
• A template can contain only one FILE question
• At least one question is required

Priority scoring model

Each option can carry points.

At ticket creation time, Vicket:

1. Computes total points from answers
2. Compares score against website priority levels
3. Assigns the matching priority automatically

This gives deterministic triage from intake data.

Best practices

1. Keep question labels short and concrete
2. Split templates by intent (Bug, Billing, Feature request)
3. Use options for structured classification, not long free text
4. Review scoring whenever you adjust priority thresholds

How templates appear on the support page

When a customer opens your public support page, they see a list of available templates for that Website. Each template is displayed as a selectable form. If only one template is linked to the website, it loads directly without a selection step.

The template's questions render in the order you defined them. Required fields are enforced before submission. Once the customer submits the form, a ticket is created with all answers attached and the computed priority score.

Templates and websites

A template is linked to one or more websites. This means you can reuse the same template across multiple support pages, or create website-specific templates for different products.

To assign a template to a website, go to the website settings and select it from the available templates list. A website must have at least one template — otherwise customers cannot submit tickets. See Websites for configuration details.

Creating a template step by step

1. Navigate to the Templates section in your dashboard
2. Click Create template and enter a name (e.g., "Bug Report")
3. Add questions using the supported types listed above
4. For SELECT and CHECKBOX questions, define the available options and assign point values for priority scoring
5. Order the questions by dragging them into the desired sequence
6. Save the template and assign it to one or more websites

Scoring and priorities

The scoring model connects directly to the priority levels configured on your website. Each SELECT or CHECKBOX option can carry a numeric point value. When a ticket is submitted, Vicket sums all points from the customer's answers and maps the total to the appropriate priority level.

For example, if your website defines priorities as: Low (0-5), Medium (6-10), High (11+), a ticket scoring 8 points is automatically assigned Medium priority. Adjust the thresholds in your website settings whenever you refine your triage strategy. See Ticket Scoring for the full scoring reference.

Common template examples

Bug report — Subject (TEXT), Description (TEXTAREA), Severity (SELECT with options: Minor / Major / Critical, scored 1 / 5 / 10), Screenshot (FILE).

Billing inquiry — Subject (TEXT), Issue type (SELECT: Refund / Invoice / Upgrade), Account email (TEXT), Details (TEXTAREA).

Feature request — Title (TEXT), Description (TEXTAREA), Priority for you (SELECT: Nice-to-have / Important / Blocking, scored 1 / 5 / 10), Use case (TEXTAREA).