Response templates¶

Response templates provide prepared content and attachments for agent communication.

Overview¶

This page explains how to use Response templates and describes its main effects. Test changes in a test environment first whenever they may affect existing tickets, permissions, notifications, or automations.

Typical workflow¶

Create and edit a template. Open the relevant administration or action form, enter the required values, and save only after checking assignments and required fields.
Maintain HTML content in the editor. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.
Add and remove attachments. Open the relevant administration or action form, enter the required values, and save only after checking assignments and required fields.
Deactivate a template. First check which existing records or users are affected. Where possible, deactivate entries instead of deleting them permanently.
Assign the template to queues and maintain the assignment from both directions. Open the existing record, change only the required fields, and check dependent assignments before saving.

Notes¶

Visible menu items and actions depend on the signed-in agent’s group and program permissions.
Deactivated entries are often retained for existing tickets and reports, but are no longer available for new assignments.
After making changes, test at least one realistic use case with a user in the affected role.