Create & Edit Ticket Report Templates with AI

Overview

The AI Template Builder creates a ready-to-edit advanced ticket report template from a PDF, Word, or Excel file you upload or a description you write. It detects the report's structure and applies matching settings, so you start from a working layout instead of building one from scratch.

Read more about building templates manually in Create Advanced Ticket Report Templates.

The AI can do the following:

Not supported in the current version:

• File formats other than PDF, Word, and Excel (for example, images or plain-text files).
• Custom fields — these aren't added automatically; add them to the template manually.

The AI Template Builder consumes your AI usage limit. Read more in AI Usage Limits and Upgrades. If you reach your limit, you can still build and edit templates manually.

Read more about Privacy & Security for AI Features.

How to Access Ticket Report Templates

1. Hover over Templates
2. Click Ticket Reports
   

Create Ticket Report Templates with AI

Start as you normally would, by creating an advanced ticket report template:

1. Click Create template
   
2. Click Start new template
   

Then you continue either:

• By Uploading a File
• By Starting with a Prompt

If you do not see these options, your account may not have AI access. Contact your administrator or read more in AI Usage Limits and Upgrades.

By Uploading a File

To create a template based on an uploaded PDF:

1. Click Upload file
   
2. Select the file in your computer's file browser
3. You see the file attached in the AI Template Builder chat
4. Optional: Adjust the prompt (e.g. "Draft template based on this document")
5. Click the Send icon to start the generation by AI
   

By Starting with a Prompt

To create a template by describing what you need:

1. Click Start with prompt
   
2. Describe your report
3. Click the Send icon to start the generation by AI
   

Edit Ticket Report Templates with AI

To edit an advanced ticket report template with the AI template builder:

1. Click on an advanced ticket report template
   
2. Click AI Template Builder to view the chat panel
   

Working with the AI Template Builder

Review & Apply Changes

• Whenever you send a message (with a file and/or a prompt) the AI will generate a draft and show you a preview about the suggested changes in the chat.
• Nothing gets applied automatically.
• You can give feedback to adjust the draft before applying.
• When you click Apply in the chat, the changes are applied in the template builder.
• Changes made by the AI are signposted for you: changed elements show an AI Highlight border, tabs you have not opened show a badge until you view them, and you can hover a change to preview it.
• In the template builder you can still make manual changes without AI.
• The changes are saved to the template only when you click Save, as always in the template builder.

To apply changes and save them in the template:

1. Check the suggested changes
2. Click Apply
3. Click Save
   

Chat History & Uploads

• Your chat is saved per template. When you close and reopen the AI Template Builder, your conversation is restored.
• Upload up to 3 files per message with up to 10 MB per file. There is a processing limit of 100 pages for all 3 files combined. For best performance, it is recommended to keep the total page count below 60.
• You could also chat first and then upload a file with the + icon like in the AI Assistant.
  Also see Get Document Insights with AI Assistant > Ask AI by Uploading Temporary Files in the Chat.