Documentation

Response templates

Author: Łukasz Strumiński

Created: 2023-05-17. Updated: 2023-05-17.

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, and then click .

• 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,
• Insert value - 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:name}} - 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,
• Category - enter a ticket category.

You can add an image to the template - just drag and drop the file.

You can specify whether the template should be active and if you want - add an attachment.

Once completed, click .

By responding to the ticket, you will be able to select the template you created.