Template answers in Service desk

From now on you can use template answers to reply to your clients in the service desk requests and simultaneously move the cards to the necessary columns. It can help to save your time and unify the communication with requestors.

Create template answers for similar comments you regularly send to your clients in their requests.

For example:

For a new request you can create the following template answer: "Hi, {{request.owner}}, we received your request {{request.title}} and will start working on it soon. It will take us about 10 minutes to get back to you".

For the pending/queued request the template answer can be as follows: "{{request.owner}}, hello! In order to solve your problem we need to include the developers team. Due to it the waiting time will increase. As soon as the appropriate specialist is free, we'll solve the problem you mention and get back to you".

When the request is done you can reply with: "{{request.owner}}, the problem mentioned in your request {{request.title}} is solved. You can now check the behaviour on your end and evaluate the work of the Support team right in the notification email or within the Customer portal".

How to create template answers?

There is a new section in Service desk – Template answers.

Click on the "Create template answer" button to open the settings.

In the window that opens fill in the template answer name. It will only be visible to your employees who work on requests.В

Then type in the comment itself. You can insert fields for auto-substitution there: Request ID or title, Request author.

All that's left is to save the template answer!

How to send template answers to your customers?

Now there are two fields for filling in in the request comments:

1. Standard manual comment field;

2. Field for choosing template answer.

To send a customer a template answer click on the second filed and pick up one of the suggested variants.

Automatic movement of a support request card to another column

Besides, when you leave a comment (both a template answer and a manual one) you can additionally move a card to the required column.

For it, please, set the necessary destination prior to sending a comment.

Then the author will get a single email notification with the information about a new status of the request and your comment. It'll help to avoid confusion in the emails.