Templates
Start from a template
Templates give you a safe starting point. FyneDesk adds a draft, then you review it before anything runs.
Open the template gallery
- 1Go to Settings, then Service Management.
- 2Open the Workflows tab.
- 3Click New Workflow.
- 4Browse the template gallery, or use Search templates to find one by name.
Template categories
- Routing and assignment, for sending tickets to the right team.
- Triage and priority, for setting priority or flagging tickets.
- Escalation, for urgent tickets and follow ups.
- Notifications, for alerting people or sending webhook events.
- ITIL processes, for ready made service processes.
How to choose one
- 1Click a template card to preview it.
- 2Read How it works.
- 3Fill in any required details, such as Category, Team, Agent, or Intake form.
- 4Click Use template.
- 5Review the draft in the builder.
- 6Activate it only when it matches how your team works.
What Used means
Some cards show how many times the template has been used. That number is a popularity hint. It can help you pick a familiar pattern, but you should still read the preview before using it.
Templates available today
- Auto assign by category.
- Priority from urgency and impact.
- Keyword flag.
- Unassigned critical alert and assign.
- Auto tag by source.
- Escalate on reopen.
- Waiting on customer follow up.
- High priority webhook.
- Approval gated priority change.