Templates
Creation, Configuration, and Usage of the Template Catalog
When customer concerns often arise on the same topics, templates can be created that determine the content once. During ticket processing, direct access to these templates can then be provided.
Creation and Configuration
Templates can be created, edited, and removed in the Text elements section. The existing structure results from the structure of the skill tags.
Basic Configuration
Basic Configuration
A new template can be created via the “New Concern” button under the existing structure:
- Name: The template’s designation should be intuitive and content-related, making searching in the catalog easy.
- Theme: The template will be assigned a top or subcategory of the structure.
Text Element - fixed
Text Element - fixed
The content of the template is noted and saved under the “Text” tab. For fixed text, the preview matches the template’s contents.
Text Element - dynamic
Text Element - dynamic
The text editor also allows for dynamic content design. With the help of reference tickets, variables can be adopted and possibly linked with functions.
These so-called handlebars enable flexible and diverse design of templates. For example, this dynamic version emerges from the example of a fixed text element:
Text
Preview
Here comprehensive information on the syntax and use of handlebars can be found.
Catalog
Catalog
During ticket processing, access to the templates is provided in the middle section by clicking “Catalog”. The existing structure is displayed, through which one can navigate to the desired template. Templates can also be accessed directly via the search field.