​@bclark Thank you for submitting your question to our community!  This is a great discussion point and I am also interested in hearing what the others are doing. 

​@bclark I have a lot to say about Quick Tickets AND ticket templates for non-agent users!
Let’s start with ticket templates since we now have the ability to assign these permissions to ANY user - not just Agents:

Is there a reason you don’t want to grant this permission? Let’s chat!
Then we can also chat about Quick Tickets because I understand that REALLY was your question. 

I’ll have talk to my director about the template permission. Could solve that side of things. Thanks!

Though it would certainly be useful for agents to be able to create their own templates (aka quick tickets) so back to those? 

​@bclark I completely understand your thinking when it comes to Quick Tickets! The way I typically combat the lack of customization within a Quick Ticket is through custom fields (which I’m not certain will help your cause, but want to put it out there). As you already noted, the breadcrumb trail of a Quick Ticket is locked and cannot be modified by the submitter. You would need to incorporate a custom field that is an iiQ Asset dropdown to include the actual asset information, noting this WILL NOT link the asset to the asset widget and will need to be done manually within the ticket. You could do the same with an iiQ User dropdown and then manually update the ‘On behalf of user” after ticket submission. 
I know this might not solve your problem (you know I’m always looking for a good work around and I miss talking with y’all since I’m not your CSM anymore) and love the idea of an easier templated option for users to be able to create their own ticket templates but not edit district wide or other users ticket templates! 

I personally don’t like the two extremes.

Quick tickets are mainly useful if you’re not submitting it for another person/location/specific asset like you stated, but in my experience those are the ones that people don’t struggle as much with anyway so we’ve only saved them 2-3 clicks - the exception being people who need access to an issue/category that isn’t broadly available (this part I do like). Aside from that though, they’re pretty limiting.

Ticket templates have the ability to be great here, except:

• The workflow options are visible at the bottom, and the submitting use can change them (not great, this is my BIGGEST complaint)
• The layout is less intuitive for an average user, so changing things like the for/on behalf, location and/or asset isn’t exactly straightforward for non-Agents.

I feel like Quick Tickets could be a great alternative if we have the ability to change user/location/asset in the process, but also build in the workflow items like ticket templates have WITHOUT making them visible/editable by the user they are published to… alternative, make a “submitted via Quick Ticket” filter that we can use in the rules engine to resolve that part. (I’ll be making an idea post about that).