Response templates allow you to quickly respond to the customer on frequently occurring inquiries. For example, if customers often ask about the scope of services performed, it is worth preparing a ready-made message - this will save time and allow you to respond quickly.
From the Administration tab, select Tickets → Response templates.
To add a new template, click , and then select the template type (Email, Allegro Discussions or EmpikPlace).
a) Message template Email,
b) Message template Allegro Discussions,
c) Message template EmpikPlace.
- Template name - type the name of the template,
- New e-mail subject - type the subject of your ticket,
- Body - type the content of the message that will be sent to the customer,
- select the value to be dynamically retrieved from the customer's card,
- {{TICKET_ID}} - ticket id number,
- {{NAME}} - name (works only for customers),
- {{SURNAME}} - surname (for customers) or company name (for companies),
- {{PESEL}} - PESEL number,
- {{PHONE}} - phone number,
- {{USER_NAME}} - Thulium user name,
- {{USER_SURNAME}} - Thulium user surname,
- {{USER_LOGIN}} - Thulium user login,
- {{USER_EMAIL}} - Thulium user's e-mail address,
- {{CUSTOM}} - custom field with any name,
- Template available in queues - select the queues in which the template will be available. If none of the queues is selected then the template will appear in all queues,