Adding a Predefined Reply
Create or edit a reusable support answer with a translated title and message, a category and placeholders filled from the client and related service.
Reaching the Screen
From Predefined Replies, choose Add: {admin}/tickets/predefined-replies/add
Opening a title from the list uses the same form in edit mode.
What Is on the Screen
The language selector changes the translated title and message together. The category and available-variable reference stay shared while languages change.
Fields
Reply TitleRequired in every installed language. It identifies the answer to staff.
CategoryRequired. Places the reply in a predefined-reply category.
Reply ContentThe translated message inserted into the ticket editor. At least one language must contain a nonempty message.
Available Variables{FULL_NAME}, {NAME}, {SURNAME}, {EMAIL}, {PHONE}, {SERVICE} and {DOMAIN} are filled when the reply is used.
Existing ReplySet automatically in edit mode so saving updates the same record.
Tasks
Add a predefined reply
- Enter a clear reply title for every language and choose a category.
- Write the message in each supported language, using available variables where client or service details belong.
- Create the reply. The panel returns to the library and the reply becomes available in ticket editors.
Edit a predefined reply
- Open the reply title from the library.
- Change its translated title, category or content.
- Save. Future insertions use the new text; messages already sent do not change.
Things to Watch
A category is required
Create the category first if the correct folder is not available. The form will not save an uncategorized reply.
Privileges
Predefined Replies permission is required to add or edit a reply.
Related Screens
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