Working with Ticket Response Templates

When technicians handle tickets, they need to inform the ticket requestor of the chosen action via update comments.​​​ ​​​These can appear to authenticated users when they view a ticket in the client portal. The ticket requestor, and any other selected users or groups, will receive an email notification with the update details and comment. 

The Ticket Response Template provides the technician updating the ticket with a canned comment that can include template tags and be updated on the fly. Response templates enable consistent comments among multiple technicians when processing similar items. The response template tags dynamically insert ticket details in the text, such as the requestor name or the ticket number.  Templates can be grouped into categories for similar types of responses.

In this article, we'll cover:

Managing Response Template Categories

Response Template Categories are used to organize Response Templates within a ticketing application. When multiple ticket response templates are created for similar types of tickets, a category can be created to group these together.

To create a new response template category:

  1. Open the Response Template Categories settings:
    • Ticketing Application Admins: In Work Management, open the Ticketing Application, click the gear icon in the top-right corner, select Admin from the menu, then Response Template Categories in the left navigation
    • Global Admins: In TDAdmin, go to Applications, select the Ticketing Application, then click Response Template Categories in the left navigation
  2. In the Response Template Categories window, enter a meaningful category Name.
  3. Click the Save button.

To edit a response template category:

  1. From the Response Template Categories page, click the Edit link at the right end of any Response Template Category row.
  2. In the text box in the Response Template Categories Display window, edit the name
  3. Click the Save link.

To delete a response template category:

  1. From the Response Template Categories page, click the Delete link to the right of any Response Template Category row.
  2. Click the OK button in the confirmation popup.

Response Templates

Response Template Options

You can configure the following options when creating or editing a response template:

  • Category – The category associated with the response template.
  • Name – The name associated with the response template.
  • Description – The description associated with the response template.
  • Insert Template Tag
    • Response Template Tags are dynamic content pulled from the specific ticket. These can be inserted into the Name or Comment body of Ticket Response Templates. 
    • For example, you can select the 'Requestor First Name' option to insert the first name of the requestor on the ticket. Note that the available template tags differ from those available to ticket templates and notification templates, as response templates do not support HTML content. See the related articles for more details about using Ticket Response Template Tags.
  • Comments – The text that will be inserted when the response template is selected by a technician.

Creating, Modifying, or Deleting a Response Template

To create a response template:

  1. Open the Response Templates settings:
    • Ticketing Application Admins: In Work Management, open the Ticketing Application, click the gear icon in the top-right corner, select Admin from the menu, then Response Templates in the left navigation
    • Global Admins: In TDAdmin, go to Applications, select the Ticketing Application, then click Response Templates in the left navigation
  2. Click the +New button in the Response Templates Display window.
  3. Fill out the required and optional details in the New Response Template popup window.
    • To add response template tags, place the cursor in the spot where you want it to appear in the Name field or Comment text box. Click the Insert Template Tag dropdown and select the desired tag.
  4. Click the Save button.
  5. Click Generate Preview to preview the response template with sample template tag data.

To modify a response template:

  1. From the Response Templates page, click the Title link of the response template that you’d like to modify.
  2. Edit the required and optional details in the New Response Template popup window.
  3. Click the Save button.

To delete an unused response template:

  1. From the Response Templates page, click the Delete link to the right of any Response Template row.
  2. Confirm you would like to delete the template by clicking OK in the confirmation message

 

Available Response Template Tags

Please note that Response Template Tags differ from Template Tags, and the available tags vary. See the Related Articles for more information.

  • LastModifiedDate: The date the Ticket was last modified

  • RequestorFirstName: The value of the First Name attribute of the Requestor of the Ticket

  • RequestorFullName: The value of the First and Last Name attributes of the Requestor of the Ticket

  • RequestorLastName: The value of the Last Name attribute of the Requestor of the Ticket

  • TechnicianFirstName: The value of the First Name attribute of the Technician on the Ticket

  • TechnicianFullName: The value of the First and Last Name attributes of the Technician on the Ticket

  • TechnicianFullNameWithNickname: The value of the First Name, Last Name, and Nickname attributes of the Technician on the Ticket

  • TechnicianLastName: The value of the Last Name attribute of the Technician on the Ticket

  • TechnicianNickOrFirstName: The value of the Nickname or First Name attribute of the Responding Technician, depending on if a Nickname value is defined

  • TechnicianSignature: The value of the ticketing user profile's associated signature.

  • TicketID: The TeamDynamix ID number of the ticket in question

Using a Response Template in Work Management

To use a configured Response Template when updating a ticket:

  1. In Work Management, click Application Menu and select the desired Ticketing Application
  2. Locate and open the ticket you would like to update
  3. Click Actions and then Update
  4. Within the Comments section click Templates, select the Category, then the desired Template Name
  5. Complete any other updates and click Save
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