Skip to main content

Creating Templates

Case templates standardize how your team captures information. A template is like a form that defines what fields a case must have, what type of data each field holds, and what information is required versus optional.

What are Case Templates?​

Templates provide:

  • Consistent structure — Every case captures the same information
  • Guided data entry — Users know exactly what to fill in
  • Validation — Fields check that data is in the correct format
  • Conditional logic — Show/hide fields based on user selections
  • Versioning — Update templates without breaking existing cases

Creating a New Template​

Step 1: Start a New Template​

  1. Click Templates in the sidebar
  2. Click Create Template or New Template
  3. Enter a name (e.g., "Customer Support Case", "Patient Intake")
  4. Add a description of when to use this template
  5. Choose the project where it applies
  6. Click Create

Step 2: Add Fields​

The template builder shows a canvas where you add fields:

  1. Click Add Field or drag a field type from the left panel

  2. Common field types:

    • Text — Single line text (name, email, reference number)
    • Long Text — Multi-line text (description, comments)
    • Rich Text — Formatted text with bold, italic, links
    • Number — Numeric values (quantity, cost, age)
    • Date — Calendar date picker
    • Date & Time — Date and time together
    • Dropdown — Select one value from a list
    • Checkboxes — Select multiple values
    • File Upload — Attach documents or images
    • Person — Select a user or team member

  3. For each field, configure:

    • Field name — What to call it (e.g., "Customer Name")
    • Required — Must users fill this in?
    • Placeholder — Help text shown in empty field
    • Help text — Explanation of what to enter
    • Default value — Pre-fill with a standard value (optional)
    • Validation — Rules for what values are acceptable (e.g., phone must match pattern)

Step 3: Organize Into Sections​

Group related fields for better organization:

  1. Click Add Section
  2. Give it a name (e.g., "Basic Details", "Contact Information", "Case Details")
  3. Drag fields into the section
  4. Sections can be collapsible so users focus on one area at a time

Step 4: Set Up Conditional Logic​

Show or hide fields based on user input:

  1. Click a field you want to make conditional
  2. Click Add Condition
  3. Set the rule: "Show this field IF [another field] = [specific value]"

Example:

IF Request Type = "Billing"
THEN Show: "Billing Account Number", "Amount Disputed"

IF Request Type = "Technical"
THEN Show: "Error Message", "Device Type"

Step 5: Preview and Publish​

  1. Click Preview to see how the template looks to users
  2. Test filling it in with sample data
  3. Adjust layout or fields if needed
  4. Click Publish to make it available for use

Template Field Types​

Text & Content Fields​

Field TypeUse ForExample
TextShort single-line informationName, email, reference number
Long TextMulti-line descriptionsProblem description, notes
Rich TextFormatted content with stylingCase summary with bold/italic
NumberNumeric valuesQuantity, amount, age

Selection Fields​

Field TypeUse ForExample
DropdownChoose one from listStatus, category, priority
CheckboxesChoose multiple valuesSymptoms, features, services
Radio buttonsChoose one (vertical list)Yes/No, agreement acceptance

Date & Time Fields​

Field TypeUse ForExample
DateCalendar date onlyAppointment date, deadline
Date & TimeDate and specific timeMeeting scheduled for [date/time]
DurationLength of timeHow long has issue persisted?

Relationship Fields​

Field TypeUse ForExample
PersonSelect user or team memberAssign to, created by, reviewer
Linked CaseLink to another caseRelated case, parent case
OrganizationSelect customer/companyWhich company is this for?

File & Media Fields​

Field TypeUse ForExample
File UploadAttach documents, imagesReceipt, screenshot, document
ImageUpload images onlyPhoto, diagram, screenshot

Validation Rules​

Ensure data quality by setting validation rules:

Email field:
  ✓ Must match email format
  ✓ Error: "Please enter a valid email address"

Phone field:
  ✓ Must match pattern: (XXX) XXX-XXXX
  ✓ Error: "Phone must be formatted as (123) 456-7890"

Date field:
  ✓ Cannot be in the past
  ✓ Error: "Date must be today or later"

Cost field:
  ✓ Must be a number
  ✓ Must be between 0 and 10000
  ✓ Error: "Cost must be between $0 and $10,000"

Text field:
  ✓ Minimum length: 10 characters
  ✓ Maximum length: 500 characters
  ✓ Error: "Description must be 10-500 characters"

Built-in Template Examples​

Avikto includes pre-built templates for common use cases:

Customer Support Template​

Fields: Customer Name, Email, Issue Category, Severity, Description, Requested Resolution

Patient Intake Template​

Fields: Patient Name, DOB, Insurance, Chief Complaint, Symptoms, Urgency Level

HR Request Template​

Fields: Employee ID, Request Type, Details, Manager Approval, Due Date

Fields: Client Name, Case Type, Matter Description, Key Dates, Parties Involved, Billing Category

Managing Templates​

View All Templates​

  1. Click Templates in the sidebar
  2. Templates are grouped by:
    • All — Everything available to you
    • Created by me — Templates you built
    • Predefined — Avikto's built-in templates
    • Favorites — Templates you use frequently

Edit a Template​

  1. Click the template name
  2. Click Edit Template
  3. Make changes to fields, sections, or validation
  4. Click Save

Note: Editing only affects NEW cases created from this template. Existing cases keep their original template version.

Share a Template​

  1. Open the template
  2. Click Share
  3. Choose who should have access:
    • Specific people — Individual team members
    • Teams — An entire team
    • Projects — All project members
    • Organization — Everyone in your organization
  4. Click Share

Duplicate a Template​

Create a copy of an existing template:

  1. Open the template
  2. Click Duplicate
  3. Edit the name and description
  4. Modify as needed
  5. Click Save

Delete a Template​

  1. Open the template
  2. Click Delete Template
  3. Confirm deletion

Only the creator or an admin can delete a template. You can't delete a template that's currently in use by active cases.

Template Versioning​

Templates can evolve as your process changes:

Creating a New Version​

  1. Open the template you want to update
  2. Make your changes
  3. Click Save as New Version (instead of just "Save")
  4. Add a version note explaining the change
  5. Click Save

How Versioning Works​

Customer Support Template
  ├── v1.0 (original)
  │   - Fields: Name, Email, Issue, Description
  │
  ├── v1.1 (added validation)
  │   - Added: Severity Level, SLA field
  │   - Changed: Email field now required
  │
  └── v2.0 (new workflow)
      - Added: Internal Notes field
      - Added: Conditional "Billing Account" field
      - Reorganized: Sections

How it affects cases:

  • Old cases use their original template version
  • New cases use the latest version by default
  • You can view what version was used for any case

Template Best Practices​

  1. Keep it concise — Only ask for information you'll actually use
  2. Label clearly — Use names that make sense to your team
  3. Add help text — Explain what each field is for
  4. Use validation — Catch bad data at the source
  5. Organize logically — Group related fields into sections
  6. Make required fields obvious — Mark them clearly
  7. Test before publishing — Create a test case using your template
  8. Document changes — When you create a new version, note what changed

Common Template Scenarios​

Scenario 1: Support Ticket​

Section: Basics
  - Customer Name (Text, required)
  - Email (Email, required)
  - Phone (Text)

Section: Issue Details
  - Issue Category (Dropdown: Technical, Billing, Account)
  - Severity (Dropdown: Low, Medium, High, Critical)
  - Description (Long Text, required)
  - Attach Files (File Upload)

Section: SLA
  - Due Date (Date, calculated based on severity)

Scenario 2: Patient Intake​

Section: Patient Info
  - Full Name (Text, required)
  - Date of Birth (Date, required)
  - Phone (Text, required)
  - Email (Email)
  - Insurance (Dropdown)

Section: Visit Details
  - Chief Complaint (Text, required)
  - Symptoms (Long Text)
  - Duration (Dropdown: < 1 day, 1 week, > 1 week)
  - Severity (Dropdown: Mild, Moderate, Severe)
  
Section: Provider
  - Preferred Provider (Person dropdown)
  - Visit Type (Dropdown: Virtual, In-person)
  - Preferred Date (Date)

Next: Learn how to manage templates and set up workflows with your templates in Building Automation.