Predefined Reply Categories

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Arrange predefined replies into translated folders, including parent and child categories, and control their order and availability.

Reaching the Screen

From Predefined Replies, choose Predefined Reply Categories: {admin}/tickets/predefined-replies/categories

What Is on the Screen

The list shows category name, parent, reply count and status. The New Category dialog is also used for editing an existing row.

Fields

Category NameRequired in every installed language.

Parent CategoryOptionally nests the category under another. A category cannot be its own parent.

Sort OrderLower values appear first.

StatusActive categories are available in the reply library and selectors.

Apply to selectedDeletes checked categories. Bulk deletion asks for the current administrator password.

Tasks

Create a category

Choose New Category and enter the name in every language.
Select a parent when this is a subcategory, then set order and status.
Save. The category appears in the list and predefined-reply form.

Delete a category

Open the row action or select categories for a bulk deletion.
Confirm the warning and provide the administrator password when deleting several.
The selected category tree and the predefined replies linked to those categories are removed.

Things to Watch

Deleting a category also deletes replies

The deletion includes child categories and the predefined replies linked to the removed categories. Move replies first when their content must be kept.

Privileges

Predefined Replies permission is required to manage categories.

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