Quick Reply Templates enable you to quickly and easily reply to tickets, using templates created by you. You can create templates such as welcome messages, issue resolved, new credentials, and any other commonly communicated message, to save loads of time when responding to tickets.
Create quick reply templates
1. From Admin (on the sidebar), go to Support and ticketing > Quick reply templates.
The Quick Reply Templates page appears.
2. Click New template.
The New Quick Reply Template form appears.
3. Complete the form:
- Template Name: Enter a name for the template.
- Template Content: Enter the template message body.
In the template content, you can add custom variables to generate in the message when the template is used such as:
- Ticket Number: The ticket number.
- Ticket Title: The ticket title.
- Ticket Status: The status of the ticket.
- Ticket Priority: The priority of the ticket.
- Ticket Source: The source of where the ticket was created.
- Ticket Impact: The impact of the ticket.
- Ticket Creation Date: When the ticket was created.
- Ticket Close Date: When the ticket was closed.
- Ticket Portal Link: A link to the portal.
- User First Name: The first name of the contact on the ticket.
- User Last Name: The last name of the contact on the ticket.
- User Last Comment: The last comment on the ticket.
- Technician First Name: The first name of the technician working on the ticket.
- Technician Last Name: The last name of the technician working on the ticket.
- Portal Username: The portal username for the contact on the ticket.
- Portal Password: The portal password for the contact on the ticket.
- Portal Address: The URL of the service portal.
- Site Name: The name of the site.
- Ticket Number: The ticket number.
- Ticket Title: The ticket title.
- Ticket Status: The status of the ticket.
- Ticket Priority: The priority of the ticket.
- Ticket Source: The source of where the ticket was created.
- Ticket Impact: The impact of the ticket.
- Ticket Creation Date: When the ticket was created.
- Ticket Close Date: When the ticket was closed.
- Ticket Portal Link: A link to the portal.
- Contact First Name: The first name of the contact on the ticket.
- Contact Last Name: The last name of the contact on the ticket.
- Contact Last Comment: The last comment on the ticket.
- Technician First Name: The first name of the technician working on the ticket.
- Technician Last Name: The last name of the technician working on the ticket.
- Portal Username: The portal username for the contact on the ticket.
- Portal Password: The portal password for the contact on the ticket.
- Portal Address: The URL of the customer portal.
- Customer Name: The name of the customer.
- Customer Rank: The subscription ranking of the customer.
4. Click Save.
The template is saved and will appear in the Select quick reply template dropdown menu within a ticket.
Clone, edit, or delete quick reply templates
From Admin (on the sidebar), go to Support and ticketing > Quick reply templates.
You can clone, edit, and delete your Quick reply templates.
-
Clone: Click the Clone icon (
) next to the template you wish to clone.
-
Edit: Click the Edit icon (
) next to the template you wish to edit, make your changes and click Save.
-
Delete: Click the Delete icon (
) next to the template you wish to delete, then click Delete.
Use quick reply templates in tickets
Once you've created templates, you can use them to reply to your users in tickets.
Once you've created templates, you can use them to reply to your customers in tickets.
1. From Tickets (on the sidebar), click on a ticket.
The Ticket page appears.
2. From the Select quick reply template dropdown menu, select the specific template.
The template appears in the message body. You can tweak it if you wish, or leave it as is.
3. Click Send to update your user and the ticket.
3. Click Send to update your customer and the ticket.
