Summary
When technicians are processing tickets, the same actions are often taken for similar ticket submissions. Importantly, the technician needs to inform the client of the chosen action via update comments.
Body
Overview
When technicians are processing tickets, the same actions are often taken for similar ticket submissions. Importantly, the technician needs to inform the client of the chosen action via update comments.
Response templates allow for consistent update comments or "canned responses" when multiple technicians are processing similar items. When updating a ticket, the comments can be automatically generated by selecting a response template option Although each response template is configured to have unique text, they can also be grouped into categories for similar types of responses.
Usage
To use a configured Response Template when updating a ticket:
- In TDNext, click Application Menu and select the desired Ticketing Application
- Locate and open the ticket you would like to update
- Click Actions and then Update
- Within the Comments section click Templates, select the Category, then the desired Template Name
- Complete any other updates and click Save