Predefined Replies
Keep reusable support answers in one library, organized by category and measured by how often staff select them.
Reaching the Screen
Panel menu: Support then Predefined Replies: {admin}/tickets/predefined-replies
What Is on the Screen
The list shows the reply title, category and usage count. The title opens editing. Predefined Reply Categories manages the folders, and Add creates a new reply.
TitleThe staff-facing name of the reusable reply.
CategoryThe folder used to group the reply in selectors and this list.
UsageHow many times the reply has been selected, useful for identifying common answers.
Apply to selectedDeletes the checked replies. Deleting several at once asks for the current administrator password.
Tasks
Find and edit a reply
- Search by reply title or locate its category.
- Open the title and update the translated title, category or content.
- Save. The updated content is available the next time staff select the reply.
Delete predefined replies
- Open a row menu for one reply, or check several rows.
- Choose Delete; for a bulk deletion enter the current administrator password.
- Confirm. The replies leave the library and can no longer be inserted into tickets.
Things to Watch
Replies are filtered by client language
The ticket and creation screens offer the version for the client's language. A useful title and message must therefore be maintained in every active language.
Privileges
Predefined Replies permission is required to list, create, edit and delete these records.
Related Screens
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