Three tabs of Service Desk settings prepare what agents and requesters read: Macros (canned replies applied in one click), Correspondence templates (templates offered for a free-form email) and Bulletins (announcements on the Support portal). They are restricted to Administrators and Service Desk administrators.
Macros
A macro prepares a comment and, if needed, changes fields of the ticket. The agent picks it on the ticket page (— Choose a macro —, then Apply); the prepared comment lands in the editor and is only posted after review.
New macro asks for:
- Technical key: letters, digits and "_", starting with a letter. It must be unique and cannot be changed afterwards;
- Name, in each language;
- Comment body (Scriban), in each language. It can contain the variables
{{TicketNumber}},{{Title}},{{CreatedAt}},{{ResolvedAt}},{{ClosedAt}},{{RequesterName}},{{AssignedUserName}}and{{TicketUrl}}; - Category (empty = all): the macro is only offered on tickets of this category;
- Sort order and Internal comment (not visible to the requester);
- Field changes: Add a field change, then the technical name of the field (for example
PriorityId, or the key of a custom field) and the value. For a list field (priority, status…), the expected value is the internal identifier of the value, not its label; it can also be a variable; - Share with groups (optional).
The person who creates a macro becomes its Owner: only they can edit or delete it. A macro can be applied by its owner and by the members of the groups it is shared with, who cannot edit it. A macro with no owner ("legacy macro") can be edited by any administrator and applied by everyone.
Correspondence templates
A ticket's Send email screen offers templates to pre-fill the subject and the message. This tab lists the Service Desk-category templates of the Templates module: tick Usable for correspondence to offer them to agents. Unticked templates are still used by automatic notifications (approvals, SLA…) without being offered for a hand-written email.
The text of the templates is written in the message templates screen, not here.
Bulletins
Bulletins are shown at the top of the Support portal, for every requester: planned maintenance, an ongoing incident… New bulletin asks for a Title, a Content (simple HTML: dangerous elements are removed when saving), an Order and Active. Untick Active to remove a bulletin from the portal without deleting it.
A bulletin has a single title and content, shown as is whatever the reader's language.
See also
- "Manage message templates": write the text of correspondence and notification templates.
- "Handle tickets": apply a macro, send an email from a ticket.
- "Create and follow a request": the Support portal as the requester sees it.