Alert Templates and Case Templates let you define a standard set of field values that can be applied the moment you create a new alert or case. Instead of filling in the same fields every time, you configure a template once and apply it on demand.
Templates are available in two places: the manual alert and case creation forms, and the Create Alert and Create Case actions in Rules and Workflows. Either way, selecting a template pre-fills the form so your team moves faster and stays consistent.
Alert Templates and Case Templates are configured separately under Case Management Settings, each with their own field set.
This article covers:
Accessing Templates in Settings
Creating Alert Templates
Creating Case Templates
Editing, Duplicating, or Deleting Templates
Using Templates when creating manually
Using Templates in Rules and Workflows
Accessing Templates
Templates are managed in Case Management Settings. Navigate to Engagement > Case Management, then open the settings menu.
Alert Templates: Settings > Alerts > Templates
Case Templates: Settings > Cases > Templates
Each section displays a table with columns for Name, Description, and Created At. Use the search icon to filter templates by name. Click any template name to open and edit it.
For more information, check out our Case Management Settings help article.
Creating an Alert Template
Navigate to Settings > Alerts > Templates and click + Add Template. The template form opens with the following fields:
Field | Description | Required? |
Name | Replace "Untitled" in the header with a template name | No |
Contact | Pre-associate a student or contact | No |
Alert Type* | The category of alert | Yes* |
Priority* | Urgency level | Yes* |
Resolution | Pre-set a resolution status | No |
Reviewer | Assign a reviewer | No |
Description | Add context or instructions for the team | No |
Due Date Type | Define how the due date is calculated (see below) | No |
Due Date Type
The Due Date Type field controls how due dates are set when the template is applied:
Exact — Reveals a Due Date field with a date picker. Use this when the due date is always a fixed, known date.
Relative — Reveals a Due X Days from Execution field. The due date is calculated relative to when the alert is created (e.g., 3 days after creation).
When finished, click Save.
Creating a Case Template
Navigate to Settings > Cases > Templates and click + Add Template. The template form opens with the following fields:
Field | Description | Required? |
Name | Replace "Untitled" in the header with a template name | No |
Contact | Pre-associate a student or contact | No |
Type* | Case type (e.g., Academic, Advising, Retention) | Yes* |
Status* | Initial status when the case is created | Yes* |
Priority* | Urgency level | Yes* |
Assignee | Team member responsible for the case | Yes |
Subscribers | Additional team members to notify | No |
Private | Toggle to restrict visibility to assigned members | No |
Description | Add context or instructions for the team | No |
Due Date Type | Define how the due date is calculated | No |
When finished, click Save.
Editing, Duplicating, or Deleting Templates
Click the ⋮ (More) icon on any template row to access options:
Edit — Update the template's fields
Duplicate — Create a copy to use as a starting point for a new template
Delete — Permanently remove the template (confirmation required)
🚨 Important: Deleting a template does not affect alerts or cases already created from it. However, any Rules or Workflows using the deleted template will need to be updated.
Using Templates When Creating Manually
When creating an alert or case manually, a Create From Template field appears at the top of the creation form.
Open the Create Alert or Create Case form
Click the Create From Template field and select a template
The form fields pre-fill based on the template configuration
Review and adjust any fields as needed
Click Save
🧠 Good to Know: Templates pre-populate fields but don't lock them. You can override any value before saving.
Using Templates in Rules and Workflows
Alert and Case Templates integrate directly with Rules and Workflows via the Create Alert and Create Case actions.
Open a Rule or Workflow and add a Create Alert or Create Case action
In the action configuration, locate the Alert Template or Case Template field
Select the template you want to apply
The action fields pre-fill from the template
Adjust any fields as needed for the automation context