Implemented Suggested 8/4/2021 by Nick Canale
20
votesCanned Responses when creating tickets
I have to create tickets for other technicians daily and having canned responses available in the ticket submission form would be helpful. Thank you.
DH
Daniel Humbert
8/25/2021 1:27 PM
If it is the same ticket would creating a recurring ticket not work for you?
Nick Canale
8/25/2021 1:34 PM
I do not think this will work. Some of the info in these tickets changes but a lot of general statements are included. Is there a ticket template option that I could customize and then just paste in the non-standard info? That would do the trick as well, if not better.
DH
Daniel Humbert
8/25/2021 1:42 PM
You can create a ticket template when you create a new category, The template allows for a subject and description and does allow html as well. Then you could just select that as your category when you create the ticket and fill in needed info, if I am not mistaken.
Nick Canale
8/25/2021 1:44 PM
I will look into this. Thank you.
יג
ישראל גוטליב • GIS מערכות תקשורת
12/23/2021 10:12 AM
i would like to use the canned responses and KB when creating a ticket in a differant scenario
we get lots of phone support calls too and part of them are just regular kb info or instructions we saved as canned responses
we would like to open a new ticket and enter the callers email and in that ticket send him the info
templates wont work because its more KB type of responses
thanks
we get lots of phone support calls too and part of them are just regular kb info or instructions we saved as canned responses
we would like to open a new ticket and enter the callers email and in that ticket send him the info
templates wont work because its more KB type of responses
thanks
BK
Benjamin Katz
12/23/2021 11:07 AM
The template, while useful, won't work for us either. It would lead to a significant expansion in our categories and break current work flow.
The original suggestion would be extremely valuable for us.
The original suggestion would be extremely valuable for us.
יג
ישראל גוטליב • GIS מערכות תקשורת
11/23/2022 2:58 AM
i wish to add if you cann also add check box to canned respones and knowledge bases so then we can make check lists easily
Nick Canale
11/23/2022 7:44 AM
We got around this with templates based on ticket category. That worked for us. Thank you.
יג
ישראל גוטליב • GIS מערכות תקשורת
11/23/2022 8:00 AM
doesnt work correct for me with hebrew
everything becomes 1 row
even when using html
also we have lots of stuff and we cant make a category for each
everything becomes 1 row
even when using html
also we have lots of stuff and we cant make a category for each
Nick Canale
11/23/2022 8:03 AM
I wish I could get HTML images into canned responses. I have a bunch that would decrease A LOT of work but I have to copy and paste them out of OneNote into the ticket body. The template will not save the images.
jo
4/6/2023 6:26 PM
It would be nice if we can insert "category canned responses" into a new ticket during creation. Right now our workaround is to create more "fine grain" categories, which is getting to be too much.
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