Working with Ticket Response Templates

This introduction article will help Technicians to create and apply Response Templates using the TDNext interface. The user must have TDAdmin access to create Response Templates and Categories or TDNext access to use created Response Templates.

Overview

When technicians are processing tickets, the same actions are often taken for similar ticket submissions. Importantly, the technician needs to inform the client of the chosen action via update comments.

Response templates allow for consistent update comments, like canned responses, even when multiple technicians are processing similar items. When updating a ticket, the comments can be automatically generated by selecting a response template option, which can include the requestor name. Although each response template is configured to have unique text, they can also be grouped into categories for similar types of responses.

Where to Find This

This feature appears in the TDNext and TDAdmin interfaces.

Response Templates will be accessed when updating a ticket through the TDNext interface, and TDAdmin will be used to configure Response Templates and Categories

Where to Start

Response Template Categories

Before creating a response template, you will need to create a response template category.

Response template categories allow similar response templates to be grouped together. This helps identify appropriate templates quickly and can reduce the amount of time that it takes to reach out to clients when processing tickets.

For instance, if a similar group of problems account for 90% of the tickets that are processed by technicians, a category can be created containing response templates related to these problems for quicker responses on these tickets. The technician can then immediately know what category to select for the response and click the appropriate template.

Creating, Editing or Deleting Response Template Categories

Response template categories can be selected as the associated groups when configuring different response templates for technicians to use.

To create a new response template category:

  1. In TDAdmin, click Applications.
  2. Select the desired Ticketing Application.
  3. Click Response Template Categories in the left navigation.
  4. In the Response Template Categories window, type the name you’d like.
  5. 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 Template Configuration

There are many fields that you can select to configure response templates.

The following fields are editable:

  • Category – The category associated with the response template.
  • Name – The name associated with the response template.
  • Description – The description associated with the response template.
  • Comments – The text that will be inserted when the response template is selected by a technician.
  • Insert Template Tag – This dropdown can be used to include ticket information in the response template content. For instance, you can select the Requestor First Name option to insert the first name of the requestor on the ticket. At the top of the page, click Generate Preview to preview the response template. Note here that the available template tags are not the same as are available to notification templates due to response templates not supporting HTML content.

Creating, Modifying or Deleting a Response Template

To create a response template:

  1. In TDAdmin, click Applications.
  2. Select the desired Ticketing Application.
  3. Click Response Templates in the left navigation.
  4. Click the +New button in the Response Templates Display window.
  5. Fill out the required and optional details in the New Response Template popup window.
  6. Click the Save button.

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.

Administrators may wish to delete unused or old response templates. Ensure that you select the appropriate template because this action is permanent.

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

Using a Response Template

To use a configured Response Template when updating a ticket:

  1. In TDNext, 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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