Response TemplateΒΆ

While handling Requests, Technicians have to do a lot of repetitive work. We have isolated two such work: asking Requestors and giving a Solution. You can now create templates to deliver canned response and solution to Requestors having similar problems. You can create n number of templates and access them directly from Ask Requestor and Solution input box in a Request.

To Create a Template:

  • Go to Admin (A Navigation Tab) >> Response Template (under Request Management).
figure 1

  • The Response Templates page opens. Here you can view all your existing templates. Click on Create Response Template situated in the top right corner of the page.

  • A new page opens where you get the following fields:

    figure 2
    1. Section A (Fig. 789) is where you give a name to the template.
    2. In section B, you decide where the template will be used. It can either be used while asking Requestors or giving a solution to a Request.
    3. There is a toggle button to turn on/off the template in section C.
    4. Section D is the text area to add your response.
    5. While writing your response , you can add placeholders from a predefined list which you can access from Section E. Placeholders can fetch specific data; for example, the placeholder {#Ticket Id#} fetches the ticket id of the Request on which you are working.
    figure 3
    1. In section F you can also attach a file. The attache file will be used as part of the response.

  • Fill all necessary fields and click on Create. Your template is added to the Response Template page.

    figure 4

Using the templates

You can access the response templates while working on a Request. You can directly add a template while asking a Requestor and adding a solution.

figure 5
figure 6