You can use ticket templates to define standard responses to customer inquiries in the Service and Support module. These templates can be organized by creating categories and subcategories and assigning them.
You can create and organize ticket templates under Administration > System > Ticket templates.
You can organize templates into categories and subcategories for easier management. Examples for categories could be complaints, support requests, invoice inquiries, software issues, etc. These could then be split into subcategories for an even better overview, for example for complaints you could define the subcategories of software complaints, support complaints, quality complaints, etc.
The categories and subcategories are displayed in form of a template tree to the left in the Ticket templates form:
Categories and subcategories are displayed alphabetically.
To create a new category:
To create a new subcategory:
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In the template tree on the left click on the category that you want to add a subcategory to.
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Enter the description of your subcategory in the Name field in the New sub-category section.
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Click Save.
To change the name of a category or subcategory:
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In the template tree on the left click on the category that you want to change the name for. The name of the category or subcategory is displayed in the Name field in the New category section.
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Change the name as required.
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Click Save.
To delete a category or subcategory:
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In the template tree click on the category or subcategory you want to delete to select it. The name of the category or subcategory is displayed in the Name field in the New category section.
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Click Clear in the New category section to delete the category or subcategory.
Note
If you delete a category containing subcategories, the associated subcategories are deleted together with the category.
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Go to Administration > System > Ticket templates.
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Enter the name for your template in the New template field and click Save.
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A new pop-up window appears where you can define:
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Text - The response text of your email template.
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Project - You can associate the template with a specific project in Xentral .
Important
This makes the template available only when answering tickets that are associated with the same project.
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Inactive - select this check box to make this template inactive, e.g. if you want to deactivate it temporarily for an update of the template or it currently doesn't apply (e.g. when it contains a holiday greeting).
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Category - If you already created a category, you can select it in this field and associate your template with it.
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Sorting - Use this in the live table to sort the tickets.
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Click Save.
Your new ticket template is displayed in the ticket template table.
You can edit your ticket template settings by clicking in the Menu column. You can delete your ticket template by clicking in the Menu column.
The following variables are available to you:
field |
field description |
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{NAME} |
Name of the contact associated with the ticket from the master data (Field: Name). |
{ANREDE} |
Salutation of the contact associated with the ticket from the master data (Field: Salutation). |
{ANSPRECHPARTNER} |
Contact person of the contact associated with the ticket from the master data (Field: Contact Person). |
{GRUSSWORT} |
By default: DE: "Mit freundlichen Grüßen", EN: "Kind regards," NoteYou can also store your own signature directly in the E-Mail Accounts. |
You can use the ticket templates at the following points in the system:
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Click Inbox in the main menu, open the ticket you want to reply to and click answer.
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Click Inbox in the main menu and then click +NEW or click Inbox in the main menu, open a ticket and click +NEW.
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Click Sales > Service & Support. Then open the ticket you want to reply to and go to the Ticket-Nachrichten tab (messages for ticket). In the Action section click Neuen Gesprachsverlauf starten (start new communication).
Note
This option is only available if the service ticket is not linked to a ticket in the Inbox. If a ticket is linked in the inbox, you will be redirected to this ticket and can use the answer or +NEW button to create a reply.