Response Templates make available a convenient way to respond to customers in a ticket. A Response Template can be the response to a standard request or a commonly asked question. When the request or question is received in a ticket, the corresponding Response Template can be inserted into the ticket response by the technician.
To use a Response Template:
- When you are creating or updating a ticket, in the Comments section toolbar, click the Templates dropdown.
- Click the template category, and select a template to be inserted into the Comments field.
Selecting a template will replace any text that is in the Comments section. Multiple templates cannot be used, but the template content can be edited.
If your TeamDynamix permissions allow creation and editing of Response Templates, see TDX’s instructions for creating Response Template Categories (categories must be created first) and Response Templates. Tags may be inserted into a template to pull the customer name, technician, dates, etc. into the response from the ticket information.
You can also send your response content to the Knowledge Management team to have them converted to Response Templates that you can use in tickets.