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    Quick Reply Templates (IT Departments)

    This article provides instructions for the Atera for IT Departments platform.

    Quick Reply Templates enable you to quickly and easily reply to tickets, using templates created by you. You can create templates such as welcome message, issue resolved, new credentials, and any other commonly communicated message, to save loads of time when responding to tickets.

     

    Create Quick Reply Templates

    The first step is to create a template.

     

    To create templates:

    1. From Admin, on the side panel, click Quick Reply Templates.

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    The Quick Reply Templates page appears.

     

    2. Click New template.

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    The New Quick Reply Template form appears.

     

    3. Complete the form:

    • Enter a Template Name
    • Enter the message body in Template Content

    Note: Click Add custom variables to add variables to the message body, such as:

    • Ticket Number
    • Ticket Title
    • Ticket Status
    • Ticket Priority
    • Ticket Source
    • Ticket Impact
    • Ticket Creation Date
    • Ticket Close Date
    • Ticket Portal Link
    • User First Name
    • User Last Name
    • User Last Comment
    • Technician First Name
    • Technician Last Name
    • Portal Username
    • Portal Password
    • Portal Address
    • Site Name


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    4. Click Save.

    The template is saved and will appear in the templates list (in Admin > Quick Reply Templates) and in the 'Quick Reply' menu, within tickets.

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    Clone, Edit, Or Delete Quick Reply Templates

    You can clone, edit, and delete your Quick Reply Templates (from Admin > Quick Reply Templates).

    To clone: Click the Clone icon next to the template you wish to clone.

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    To edit: Click the Edit icon next to the template you wish to edit, make your changes, and click Save.

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    To delete: Click the Delete icon next to the template you wish to delete.

    Delete.JPG

     

    Use Quick Reply Templates in Tickets

    Once you've created templates, you can use them to reply to your users in tickets.

     

    To reply with templates: 

    1. From Tickets (on the side panel) or from a user's Tickets tab, click to open the specific ticket.

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    The ticket opens.

     

    2.  From the Quick Reply dropdown menu, select the specific template.

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    The template appears in the message body. You can tweak it if you wish, or leave it as is.

    3. Click Send Reply to update your user and the ticket.

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    Still have a question? Contact us
    Dragos Tulbure

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