Hi,<br><br>I would use standard answers with a predefined text.<br>Optionally you could also use attachments or the FAQ module. Then you i.e. the ticket agents could point to the FAQ entries instead of writing repetitive answers as text.<br>
<br>Jan<br><br><div class="gmail_quote">On Fri, Jan 7, 2011 at 8:34 AM, Lars Jørgensen <span dir="ltr">&lt;<a href="mailto:ITLJ@gyldendal.dk">ITLJ@gyldendal.dk</a>&gt;</span> wrote:<br><blockquote class="gmail_quote" style="margin: 0pt 0pt 0pt 0.8ex; border-left: 1px solid rgb(204, 204, 204); padding-left: 1ex;">
<div link="blue" vlink="purple" lang="DA"><div><p class="MsoNormal">Hi,</p><p class="MsoNormal"> </p><p class="MsoNormal"><span lang="EN-US">Many of our helpdesk issues are the same few requests repeated lots of times. A forgotten password, a full mailbox, a jammed printer and so on. Sometimes agents don&#39;t create tickets for these, because the work involved is greater than the solving of the actual problem.</span></p>
<p class="MsoNormal"><span lang="EN-US"> </span></p><p class="MsoNormal"><span lang="EN-US">Is there a way to make templates or something like that for those kind of tickets? Predefined text where the agent only has to supply little (if any) information? </span></p>
<p class="MsoNormal"><span lang="EN-US"> </span></p><font color="#888888"><p class="MsoNormal"><span lang="EN-US"> </span></p><p class="MsoNormal"><span lang="EN-US">Lars</span></p></font></div></div><br>---------------------------------------------------------------------<br>

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