GLPI is more than just an IT asset management tool—it’s a comprehensive solution for IT Service Management (ITSM). One of its most powerful features is ticket templates, which help streamline and standardize request handling. Let’s explore how these templates can improve your workflows.

What Are Ticket Templates?

Ticket templates are predefined forms containing all the necessary information for a specific type of request. They simplify and accelerate ticket creation by eliminating the need to manually input repetitive data. Moreover, they ensure consistency and professionalism in ticket handling.

Benefits of Using Templates

  1. Time-Saving:
    Pre-filled fields, automatic team assignment, and predefined priorities and deadlines make ticket processing faster and more efficient.
  2. Consistent Communication:
    Templates ensure all responses, updates, and resolutions follow a standardized format, improving communication with users.
  3. Enhanced Organization:
    Templates enable clear and efficient ticket management through defined workflows, reducing confusion and unnecessary delays.
  4. Process Automation:
    By integrating templates with GLPI rules, you can automatically apply templates based on criteria like categories, keywords, or user groups.

Practical Example

Imagine an IT department that deals with dozens of password reset requests daily. By creating a “Password Reset” template, you can:

  • Automatically pre-fill priority and deadline details.
  • Assign tickets directly to the team specializing in account management.
  • Send an immediate response to the user with instructions or next steps.

This approach saves time, increases user satisfaction, and allows your team to focus on more complex tasks.

Conclusion

Ticket templates are one of the most valuable features in GLPI, designed to streamline request management and enhance the quality of your services. If you’re looking for a way to speed up and simplify ticket handling in your organization, this feature is the perfect solution.

Want to learn more about implementing templates or other GLPI features? Feel free to reach out to us. We’re here to help improve your processes!