templates for ticket creation
hi, is there a possibility to create tickets which is predefined in a template? i am asking because we have a lot of similar problems coming in again and again. so it would be very nice if the agent could have the choice between some templates to create a phone ticket... thanks a lot for your help. regards, patrick.
i found it out myself. there is a sort of "quickticket" option that can be integrated in the creation of a phone ticket or also in a email ticket. this has to be done directly in the template files: AgentTicketPhone.dtl or AgentTicketEmail.dtl. there is a section that is commented out and that can be edited like this:
Actually, it is in the admin section:
Ticket::Frontend::AgentTicketPhone###Body
Ticket::Frontend::AgentTicketEmail###Body
This will auto-fill the text into the body of the article when creating new
tickets, I believe.
You can also auto-fill notes in a similar way
-Josh
On Wed, Aug 13, 2008 at 9:48 AM, Patrick Schiess
i found it out myself. there is a sort of "quickticket" option that can be integrated in the creation of a phone ticket or also in a email ticket. this has to be done directly in the template files: AgentTicketPhone.dtl or AgentTicketEmail.dtl. there is a section that is commented out and that can be edited like this:
participants (2)
-
Joshua Scott -
Patrick Schiess