Predefined Replies - Revision history

SarahK at 20:45, 27 April 2022

2022-04-27T20:45:46Z

SarahK at 22:06, 14 April 2022

2022-04-14T22:06:24Z

SarahK: Created page with "Predefined replies let your staff give quick answers to common questions in support tickets. This allows your staff to spend their time on the tickets that need it most. It al..."

2020-09-30T12:46:58Z

Created page with "Predefined replies let your staff give quick answers to common questions in support tickets. This allows your staff to spend their time on the tickets that need it most. It al..."

New page

Predefined replies let your staff give quick answers to common questions in support tickets. This allows your staff to spend their time on the tickets that need it most. It also ensures that the information you give is complete, accurate, and consistent every time.

Predefined replies and categories are only visible from within the Admin Area.

To create predefined replies, go to '''Support > Predefined Replies'''.

==Categories==

Before you can add a predefined reply, you must add a category to store it in.

To do this:

# Go to '''Support > Predefined Replies'''.
# If you want to make the new category within another category, click that category's name.
# Click '''Add Category'''.
# Enter a '''Category Name'''.
# Click '''Add Category'''.

To edit a category, click the edit icon next to its name, update the information, and click '''Save Changes'''.

==Predefined Replies==

To create a predefined reply:

# Go to '''Support > Predefined Replies'''.
# Navigate to the category that will store your predefined reply by clicking category names.
# Click '''Add Predefined Reply'''.
# Enter a '''Reply Name'''.
# Click '''Add Article'''.
# Enter your message in the text box.
#* Use the '''Available Merge Fields''' to add the submitter's full name, first name, or email address to the body of the message.
#* Use the toolbar to apply formatting like bolding or linking.
#* Click '''Preview''' to view the formatted message.
#* Click the question mark icon (<i class="fa fa-question-circle" aria-hidden="true"></i>) to view a guide to markdown formatting.
# Click '''Save Changes'''.

To edit a predefined reply, navigate to the category that will store your predefined reply by clicking category names. Then, click the name of the reply, edit it, and click '''Save Changes'''.

← Older revision		Revision as of 20:45, 27 April 2022
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−	Predefined replies let your staff give quick answers to common questions in support tickets. This allows your staff to spend their time on the tickets that need it most. It also ensures that the information you give is complete, accurate, and consistent every time. Predefined replies and categories are only visible from within the Admin Area.	+	Predefined replies let your staff give quick answers to common questions in [[Support Tickets\|support tickets]]. This allows your staff to spend their time on the tickets that need it most. It also ensures that the information you give is complete, accurate, and consistent every time. Predefined replies and categories are only visible from within the Admin Area.

	You can access this feature at '''Support > Predefined Replies'''.		You can access this feature at '''Support > Predefined Replies'''.

@@ Line 1: / Line 1: @@
-Predefined replies let your staff give quick answers to common questions in support tickets. This allows your staff to spend their time on the tickets that need it most. It also ensures that the information you give is complete, accurate, and consistent every time.
+Predefined replies let your staff give quick answers to common questions in support tickets. This allows your staff to spend their time on the tickets that need it most. It also ensures that the information you give is complete, accurate, and consistent every time. Predefined replies and categories are only visible from within the Admin Area.
-Predefined replies and categories are only visible from within the Admin Area.
+You can access this feature at '''Support > Predefined Replies'''.
 ==Categories==