Problem description:

For a fast and efficient processing of a ticket, it is important to collect all relevant data while creating a new phone ticket. Ticket Templates could be guidlines for the agents and show the agents which questions the customer needs to be asked or which information is required for further processes.

Solution:

When looking at the file ".. OutputHTMLDefaultAgentTicketPhone.dtl" I noticed that this file offers the possibility to create ticket templates. Within the file you could find a commented-out area that makes such a ticket template. Here is an excerpt from the file:
 

 <td class="mainbody">
#      <form action="$Env{"CGIHandle"}" method="post" enctype="multipart/form-data">
#        <input type="hidden" name="Action" value="$Env{"Action"}"/>
#        <input type="hidden" name="Subaction" value="StoreNew"/>
#        <input type="hidden" name="FormID" value="$QData{"FormID"}"/>
#        <input type="hidden" name="ExpandCustomerName" value="2"/>
#        <input type="hidden" name="Subject" value="Example Subject"/>
#        <input type="hidden" name="Body" value="Name:
#        Product:
#        Comment:"/>
#        <input class="button" type="submit" name="" value="$Text{"Example Template"}"/>
#      </form>
#      <hr>

Before you start to edit the file "AgentTicketPhone.dtl" copy this file to your own theme directory. Afterwards reactivate the commented-out lines (delete the # at the begin of each line). Afterwards a simple ticket template called "Example Template" is available if you open a new phone ticket.

In addition, there are other fields that you can fill in the template file already. Here are a few examples:
 

Set the Queue the ticket will transferred to:
 

<input type="hidden" name="Dest" value="6||SecondLevelSupport">

The value 6 is the "id" and SecondLevelSupport the name of the queue within the database table "queue". Simply use a tool like "Heidisql" to look for the "id" and the "name"  of the queue in the database.

Set the Ticket Type
 

<input type="hidden" name="TypeID" value="2">

It is also possible to set the ticket type (Incident, Service Request). The value 2 is the "id" of the ticket type within the database table "ticket_type".

Tip:

It is also possible to create templates for E-Mail-Tickets. Therfore you have to copy the file AgenTicketEmail.dtl to your own theme directory and edit the file. To set a message body text for all Tickets you could enter the needed values in the sysconfig area in Ticket::Frontend::AgentTicketPhone###Body or Ticket::Frontend::AgentTicketEmail###Body.