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Overview

Ticket Templates control what your end-users see and select when they submit a ticket through the Client Portal. Templates can be scoped to specific clients or tags, as well as pre-set ticket properties, and include branching (conditional) question logic so end-users only see the questions relevant to their answers. This branching structure keeps end-user forms short and relevant, reducing noise for the end-user while still capturing all the structured data needed on the back end. This article walks through how to build a template, how the conditional/branching logic works, and what the end user actually experiences when submitting a ticket.

Part 1: Creating a New Ticket Template

  1. Log in to MSP Process.
  2. Navigate to AI Service Desk > Client Portal > Ticket Templates.
  3. Click Create New.
  4. This opens the template setup wizard.

Basic Setup

On the first screen of the wizard, fill in:
  1. Ticket Template Name – Internal name, visible only within MSP Process (used for admin identification).
  2. Ticket Title – The name end-users will see when selecting this form in the Client Portal.
  3. Client Portals: Select which client portals can see this template. Leave this field blank to make the template available to all clients.
  4. Tags: Optionally add tags to restrict visibility further
  5. For example, showing a template only to users tagged HR or Managers.
  6. Ticket Properties
  7. Select the ticket properties that should be automatically applied when a ticket is created from this template (e.g., priority, queue, category).
  8. Please review more information about Ticket Properties in the Configuring Ticket Properties for SMS-sourced Tickets KB.

Additional Options

  1. Prompt user to associate ticket with a configured item
  3. One question per page (wizard mode)
  4. Enable this checkbox to display each question on its own page/step rather than all at once.

Part 2: Adding Questions and Conditional Logic

  1. Click Add Questions, then Add Question to begin building the form.
  2. Question Types Available
  3. Title
  4. Text Field
  5. Single Checkbox
  6. Multiple Checkboxes
  7. Radio Group
  8. Question
NOTE: With each Question that you ask in the template, you can select whether a response is required or not. If you want an answer to be required, you can click the required checkbox next to your question.

How Conditional/Branching Logic Works

Branching logic allows an answer to a single question to determine which follow-up question the end-user will see next. The form will adapt in real time instead of showing every question to every user. Example used in this walkthrough: Question 1: “Do you have a dog?” — set up as a Radio Group with options: Dog / Cat / Other Based on the option selected, the template routes to a different next question:
  1. Select Dog → routes to Question 2 (size) and Question 3 (breed)
  2. Select Cat → routes to Question 4 (breed of cat)
  3. Select Other → routes to Question 5 (what other pet)
Each question in the chain is built off the branching logic of the question before it — so you’re essentially building a decision tree, one branch at a time. Every answer option on a question can point to a different next question (or set of questions), and those questions can have their own branches going even deeper if needed. Key takeaway: conditional logic is set at the individual answer-option level, not the whole question. Each option (Dog / Cat / Other) gets its own routing rule.

Finishing the Template

  1. Once all questions and branches are configured, click Next.
  2. You’ll see a preview of the full question set as configured.
  3. Click Submit to save and publish the template.

Part 3: The End-User Experience (Client Portal)

Here’s what happens on the client side once the template is live:
  1. The end user logs into the Client Portal and clicks Create New Ticket.
  2. They select the form/template by its Ticket Title (the name set earlier in the wizard).
  3. If one question per page was enabled, each question appears as its own step.
Walking through the example template:
  1. The user is asked: “Do you have a pet?”
  2. If they select Dog → they’re prompted for size of dog, then breed of dog → then Review.
  3. If they select Cat → they’re prompted for breed of cat → then Review.
  4. If they select Other → they’re prompted for what other pet they have → then Review.
At the end of the flow, the user reaches a Review screen showing all the answers they provided before final submission. Due to the branching logic, the end-user will only ever sees the questions relevant to their own path. Example below: Those who selected Dog will never see cat-breed questions, and vice versa. If you should experience an issues or have any questions, please reach out to our support. You can view different ways to reach out here. ------------------------------------------------ Additionally, our Ticket templates setup now offers an option to build your questions using AI, Graph view, or import from JSON. To build your question set via AI, click the Draft with AI button. Here is an example for creating a custom computer. You can review the question set by clicking “Review” and if needed, request the AI to adjust the questions or apply the changes to your questions. Using Graph View Using the Graph view, you can adjust your question order by drawing and dragging questions into an order which makes sense. You can drag lines between portions of a question’s answers or an entire question. these lines represent conditional format rules for questions and their applicable follow ups.