Reply Template

     

    While replying to requests, technicians tend to type the same response repeatedly to many requests. With Reply Template, technicians can create templates for the repetitive response to requests, thus saving time and easing their work.

    To open the configuration page for reply template,

    1. Login to ServiceDesk Plus - MSP application with the username and password of an admin user.

    2. Click the Admin tab in the header pane.

    3. In the Helpdesk block, click Reply Template to open the Reply Template list page.

     

    Add New Template

    1. Click New Template button to open the Add Reply Template form.

    2. Specify a unique name for the template in the Template Name text field.

    3. Enter the content of the template in the Description text field. Both the Name and Description are mandatory fields

    4. You can mark this template as inactive by enabling the check box beside Mark this template INACTIVE. The inactive template is marked in grey and does not get listed in the reply template drop-down while replying to requests.  

    5. Click Save. To save and add another resolution template, click Save and Add New.

    Editing a Template

    1. In the Reply Template list page, click on the Edit icon editicon beside the template you wish to edit.

    2. In the Edit Reply Template form, modify the required changes mentioned while adding the Reply.

    3. Click Update. Even while editing, if you wish to add a new Reply template, then click Update and add new button. At any point you wish to cancel the operation that you are performing, click Cancel.

    Deleting a Template

    1. In the Reply Template list page, select the check box beside the template you wish to delete.

    2. Click the Delete button. A confirmation message appears. Click Ok to continue. The reply template gets deleted from the list.

     

     

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