Configuring 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. Go to Setup>> Templates & Forms >> Reply Template.

  2. This opens the reply template list view page where you can add and manage reply templates.

Add New Template

  1. Click Add New Template.

  2. In the displayed form, specify a unique name for the template in the Template Name text field.

  3. Enter the Subject of the template. You can also include fields to be part of the content by selecting them from the Choose Subject Variables box.  

  4. Enter the content of the template under Description. You can also include fields to be part of the content by selecting them from the Choose Content Variables box. All the three fields (Name, Subject and Description) are mandatory.

  5. You can mark this template as inactive by enabling the Mark this template Inactive checkbox. The inactive template is marked in grey and does not get listed in the reply template drop-down while replying to requests.

  6. Click Save. 

Editing a Template

  1. From the replay template list view, click >> Edit beside the template you wish to edit.

  2. In the displayed form, modify the required details and click Update. At any point you wish to cancel the operation that you are performing, click Cancel.  

Deleting a Template

  1. From the replay template list view, click >> Delete beside the template you wish to delete.

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

Mark as Default

  1. From the reply template list view, click  beside the required template.
  2. The icon turns yellow indicating that the template is marked as default.