Create text templates to spend less time writing responses. You can create text passages (Text modules) or even entire response templates.
Text modules can be edited in the admin interface under Manage --> Text modules. Here you will find text snippets already created in the standard version, which can be extended as needed.
Text modules can include smart variables like the users name or email address. Here you can add new text modules, delete or edit them.
Creating keywords makes it easier to find the right text module.
To select placeholders from a list, just enter "::" in the text block. The list can be searched with the arrow keys after inputting keywords or shortcuts. All text modules can be used in articles as well as in triggers (auto-messages) and in chat.
- Tip:
If text modules are to be grouped, this can be done using shortcuts. Example country codes:
Text modules are created for the group Germany as follows:
- Ger_Textmodule1
- Ger_Textmodule2
- ...
for Austrian-Snippets:
- Aut_Textmodule1
- Aut_Textmodule2
thus only the relevant text modules are displayed for each country.
Examples of snippets are:
Hello Mrs. #{ticket.customer.lastname},
Hello Mr. #{ticket.customer.lastname},
Hello #{ticket.customer.firstname},
My Name is #{user.firstname},
Of course you can also use multi line snippets.
Available objects are:
ticket (e. g. ticket.state, ticket.group)
ticket.customer (e. g. ticket.customer.firstname, ticket.customer.lastname)
ticket.owner (e. g. ticket.owner.firstname, ticket.owner.lastname)
ticket.organization (e. g. ticket.organization.name)
user (e. g. user.firstname, user.email)
Ticket templates can be created by any agent. Therefore you will find information under the following link:
http://zammad-user-documentation.readthedocs.io/de/latest/zammad-ticket-templates.html