Tickets -> Predefined Replies Tickets -> [inc. Predefined] replies -> Variables

[f0rd42]

Hi

is there a way to use variables (like names, queues, staff name, etc.) in a predefined reply?

Andre

[Varun Shoor]

Hi Andre,
This is not possible at the moment.

Regards,

Varun Shoor

[f0rd42]

Hi Varun

again, what do you mean by "at the moment". any plans?

Andre

[Marc Lindsay]

Any news on this.

I would love to be able to reference the custom fields I added in the pre-defined emails.

It would truely make it pre-defined.

Rigth now you can insert the message but you still need to add their firstname and things like that to personalize it.

If you had tags we could enter, or custom tags that could be mapped to any of the form fields then it would make this part an extremely powerfull component.

Let me know what you guys think?

Thanks
Marc

[Adam12]

Hey,

I would like the option to have postbits (or what ever you call them) like %%email%% or %%customfield_name%% where it would input the email or the customfield that is for the ticket.

Like

Hey %%username%%,

Then staff writes the nice response

Not only the username (Full name) of the account, email, any custom fields in that ticket with out the staff having to write the option in that field.

Anyone else?

From,
Adam

[meltemi]

Totally agree: This feature would be really, really helpful to all of us. It would be nice to hear any news when to expect it.

[abfm]

Hello,
I would like to see a variables features in canned response
for example a variable canned $user which replace the chat request username name.

[supportskins]

Since the manual is currently written, I guess James can impliment this in his manual. Can prove handy!

[abfm]

still waitin for an answer...

[arogers@schoolp]

Hi

I am just testing SupportSuite so am very new to it. What i would like to be able to do is respond to a ticket via email and have that response perform some action on the ticket only.

For example, i would like to append, say, the characters '=>STAFF2' to the subject line which would tell the email paser to assign the ticket to Staff member 2.

It looks like everyting i need is in the paser rules section (woo hoo) except that it seems that a rule can only be pre or post parse. I need it so that it does not send the autoresponder reply or alerts etc (ie doesnt treat it like a normal reply) in the preparse phase BUT still changes the ownership as set in the post parse rules.

Is this possible?
Thanks
Andrew

[craigbrass]

Not possible to do things like this but one of the moderators will hopefully move this to feature requests so it is considered for V4.

[arogers@schoolp]

Thanks for your quick response Craig. It's always a shame when all the functionality seems to be right there but that the original design was not quite flexible enough to utilise the functionality.

The reason i think this functionality would be useful is because i can then work almost entirely from mail program and so do not need to go into the web interface. Most support we provide just requires some simple email communication. To be able to 'secretly' manipulate those tickets (close, reassign, change priorities etc) via email would make be perfect for me.

I dont quite follow the ordering explanation for email parser rules. The docs say that they are processed based on the supplied order number. But surely the pre-parse rules are processed before the post-parse rules regardless of order number?

Thanks again.
Andrew

[craigbrass]

I think it goes parse order then order number.

I agree with the command functionality. It would be cool.

[jim.reed@tinypr]

I searched the forums and see requests going all the way back to 2003 requesting the ability to insert variables into predefined replies, yet I don't see any documentation on it. Does Kayako support this? If not, why after 4 years has this feature not been added? It is such an important time saving feature that seems very easy to implement.

Thanks!

[Jamie Edwards]

Bump, merged.