The only templates that osTicket currently has are Email Templates. But what I think you actually mean is that you want to customize the open ticket list. There is no way to do this with out modifying the core source files. Luckily there is a thread here on the forums that discusses how to do this and should point you in the right direction.Forum thread:http://forum.osticket.com/d/discussion//a-better-ticket-listAdditionally the forth coming version of osTicket (1.9.4) once it is released allows customization of ticket statuses.