Request templates

Shape intake so requests arrive with the fields your team can act on.

OverviewCopy Anchor Link

A request is how someone asks a team for work. A request template pre-fills type, priority, labels, and starting content — or asks ordered questions first — so what lands in the queue is already actionable.

A request template always creates a request. It never creates an issue. Converting an accepted request into delivery work is a separate step. See Convert to issues and projects.

A standard template fills the composer and leaves everything editable. A form template asks questions first, then builds the request from the answers.

Templates and intake are configured per team. There is no workspace default that a team inherits.

KeyboardCopy Anchor Link

Press N then R to open the request composer. Press G then S to open Settings, then go to Customer requests → Templates.

MouseCopy Anchor Link

Click New Request on Requests. To author templates, open Settings → Features → Customer requests, then Templates, or Settings → Your teams → <team> → Templates.

Command menuCopy Anchor Link

Open the command menu with Cmd/Ctrl K and choose Add customer request…. Choose Create new request template… to open a new template in settings.

Create standard request templatesCopy Anchor Link

Create templates at Settings → Features → Customer requests, then Templates, for the workspace, or Settings → Your teams → <team> → Templates for one team. Everything on the request templates screen is scoped to one Target team. Team managers author team templates; workspace templates need a workspace manager.

To create a standard template:

1. Choose the target team, then click New template and choose Standard
2. Give it a name and, optionally, a description of when to use it
3. Set Visibility to Everyone in the workspace or One team
4. Fill in starting values. Leave the title empty to let the submitter write one
5. Save

A standard template can set title, short description, the request body, type (Bug, Feature, or Other), priority, target team, labels, Key Results, customer, and contact. Contact needs a customer first. The requester is never a template field.

Open the … menu on a template row for Edit, Duplicate…, Copy URL to create request from template, or Delete. Deleting stops the template from being offered; requests already created from it are unchanged. If it was the team's default, check Intake afterwards.

Workspace TemplatesCopy Anchor Link

Workspace request templates are offered to every team that accepts requests.

Team TemplatesCopy Anchor Link

Team templates stay in that team's intake. Sub-teams do not inherit a parent team's templates.

Create form templatesCopy Anchor Link

Form templates are more structured when certain information must be provided at creation.

To create a form template:

1. Click New template and choose Custom Form
2. Add questions under Form fields. Each has a type, Question, optional Field description, Identifier, and Required
3. Reorder questions by dragging, or with Alt and the arrow keys
4. Set default properties below the questions
5. Save

Questions appear in the request composer beneath the review panel. Answers to everything except property questions are written into the request's main document, in question order.

Generic form fieldsCopy Anchor Link

Question types: Text, Long text, Dropdown, Checkboxes, Date, Upload file, and Instructions.

Instructions text is copied into the description. It asks nothing.

Property form fieldsCopy Anchor Link

Property questions can ask for Title, Description, Type, Priority, Team, Labels, Key results, Customer, Contact, and External reference.

A property answer overrides the value you pre-set.

Default propertiesCopy Anchor Link

Set default properties below the questions so the created request starts with those values even when the form does not ask for them.

Use request templatesCopy Anchor Link

• Open the Template picker in the request composer
• Open a link copied with Copy URL to create request from template

If the team has a default, the composer opens with it already applied. Following a direct link never skips the review step. If the link points at a template you cannot use for that team, the composer explains why rather than quietly dropping it.

If you already typed a value the template also sets, Pulse asks which to keep.

Default templatesCopy Anchor Link

On the request templates screen, Intake decides what happens when someone opens the request form for that team.

• Default template — the template new requests open with
• Allow requests without a template — when off, people must pick a template before opening a request

The intake card states the result. A team that has never configured intake opens requests empty. If blank intake is off and no template is set — which is what happens when a default template is deleted — the card says This team cannot receive requests. Set a template, or turn Allow requests without a template on.

Reset removes the default template and the blank-request rule together. Existing requests are unaffected.

Preview submission shows what the team's default template produces right now. It does not file a request. Unsaved edits in the editor are not included.

FAQCopy Anchor Link