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If customer concerns frequently occur on the same topics, templates can be created in which the content is defined once. In ticket processing, these templates can directly be accessed.

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Creation and Configuration

Templates can be created, edited, and removed in the Text components section. The already existing structure arises from the structure of the skill tags.
Below the existing structure, a new template can be created via the “New Concern” button:
  • Name: The designation of the template should be intuitive and content-related to facilitate the search in the catalog
  • Topic: The template will be assigned to a super- or sub-category of the structure
The content of the template is stored and saved under the “Text” tab. For fixed text, the preview corresponds to the content of the template.
Contents can also be designed dynamically in the text editor. Thus, using reference tickets, variables can be taken over and, if necessary, linked with functions.

These so-called Handlebars allow a flexible and diverse design of the templates. This is how the dynamic variant is created from the example of a fixed text component:

Text

Preview

Here there is detailed information about the syntax and use of Handlebars.
Access to templates occurs in the central part of ticket processing by clicking on “Catalog”. The existing structure is displayed, from which the desired template can be navigated. Templates can also be accessed directly using the search field.