Jitbit Helpdesk - Substitution-masks support in Canned responses : Ideas forum

Jitbit Helpdesk

New Suggested 11/29/2021 by Renault DEMANGER

10

votes

Substitution-masks support in Canned responses

SITUATON :

Substitution masks listed at the end of this idea are available in Email templates

ADDITIONAL NEED :

Ability to use the Substitution masks in Canned responses.

SUGGESTION :

Developp the support of the Substitution masks in "Canned responses"

#What_Happened# - is replaced with the main notification text. i.g. "The ticket has been closed" or "The ticket has been updated - [reply text]" etc. etc.
#What_Happened_Short# - Same as #What_Happened#, but truncated to 100 symbols.
#Category# - is replaced with the ticket category
#Subject# - is replaced with the ticket subject
#From# - who has submitted the ticket (full name if specified, otherwise - username)
#FromEmail# - who has submitted the ticket
#FirstName# - who has submitted the ticket (if specified)
#LastName# - who has submitted the ticket (if specified)
#Originator# - person that performed the action (added a comment or closed the ticket etc.)
#Priority# - ticket priority
#Status# - ticket status
#Body# - ticket body
#URL# - is replaced with a link to the ticket
#Recipients# - is replaced with recipients list (email addresses) for the reply being added
#Recent_messages# - 5 most recent entries from the ticket log (5 most recent replies)
#XRecent_messages# - X most recent entries, where X is a number. E.g. #10Recent_messages"
#Most_recent_message# - the one most recent entry from the ticket log (latest reply)
#Custom_Fields# - all custom fields in the ticket. Only "public" fields are included (i.e. not "techs-only" or "admins-only"). You can also add individual custom fields by their ID's, using the #CF_1234# mask, where "1234" is the custom field ID. This way you can include even non-public custom fields (admins-only/techs-only).
#Company# - name of the ticket originator's company
#Department# - name of the ticket originator's department
#Location# - name of the ticket originator's location
#Attachments# - outputs a list of all ticket attachments with download links
#TicketID# - outputs the ticket's unique ID-number in the helpdesk system
#Technician# - the agent assigned to the ticket ("technician")
#TechnicianEmail# - the email of the agent assigned to the ticket
#Date# - the ticket date - when it has been submitted
#DueDate# - the ticket due date - if set
#TimeSpent# - time spent on the ticket by technicians
#Via# - the ticket origin (email, web, live chat, etc.)
#Recent_Attachments# - outputs a list of attachments from the last reply (warning: this mask works only if the notification is a "new ticket" or a "ticket updated" notification)
#Suggested_KB_articles# - shows a list of links to Knowledge Base articles that are similar to the ticket (empty if no similar articles were found)
#Subscribers# - replaced with a list of the ticket's subscribers (usernames)
#NonTechSubscribers# - replaced with a list of the ticket's subscribers, but only those who are not admins or technicians.
#RatingLinks# - replaced with customer satisfaction feedback prompt "Please rate your experience" and 3 links "Good/OK/Bad". If you'd like to customize the prompt text, use this #RatingLinks(Please rate our service)# NOTE: this mask works only in "Ticket Closed" emails sent to ticket creator, other subscribers won't receive it. Thus, if you have "Send updates to all aubscribers in CC" - this mask wont work too.
#Unsubscribe# - replaced with an "unsubscribe from this ticket" link

canned responses substition masks