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