Go to Settings, by clicking on your profil picture in the lower left corner, and click Ticket templates.

Click + Create new to add a new template.

In this view, you have several options when creating your new ticket template.

• Name
  Give your template a name.
  
  
• Message
  What content should your template have? In this field, you type your text and you have, just like when you answer a ticket, various of formatting options to use.
  
  
• Actions
  Here you can add different actions. Should this template always go to a specific e-mail address (Requester) or have a certain subject (Ticket subject)? Then you should use Actions.
  
  This is how you use Actions:
  1. Open up the menu by clicking Add action and choose the actions that you want to use.
  2. Do settings for each action. See the example below, where three actions are chosen:
  
  Agents (A) - me, Erik and Joanna will be assigned to the ticket when using this template
  Labels (B) - the ticket will have two labels, 'Analytics' and 'Tickets', when using this template
  Status (C) - the ticket will be given the status New when this template is used

Sharing options
If you have the admin permission to create global templates that you can share with your colleagues, you can open this menu to share the template with others. Choose if you want to share the template with everyone or a certain group.