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

[waskydiver]

As a help desk support manager, I would like for predefined replies to support variables of ticket, and user details, so that my staff could operate more efficiently.


Nice to have would allow inclusion of variables representing custom fields.

Thanks,

Ken

[Jamie Edwards]

For subscriber's benefit, several threads merged here.

[Alex Gontcharov]

We need to be able to use variables when creating templates, such as
template for staff reply that should look as follows:
==========================
Dear Customer,

$datatime_of_mail, you wrote:

$msg_quote
> Customer text
> ...
> ...

--

Best regards, <$Staff_username>
RUSONYX
Technical Support Team

==========================

Can use implement variables so we can add name of the customer, name of the operator, date and time etc?

Please provide complete list of variables in the product documentation.

[craigbrass]

To add to that, all variables you can use in a template should be listed at the top of each template and a description of what it prints out.

[Alex Gontcharov]

Can anyone explain, why it's taking over 2 years to implement
such an important and simple feature?!?

[Jamie Edwards]

Hi Alex,

It required a complete overhaul of the way templates and ticket replies are handled. It was originally going to be included in a 3-and-a-half (3.5) version of SupportSuite, but this roadmap was scrapped and work on 4.0 commenced.

[markb]

Hi Jamie

Does this mean it is in v4?

[craigbrass]

Not guaranteed. Its in the Consideration Queue.

[Jamie Edwards]

I have targeted this for inclusion in Version 4

[Jackydev]

Being new to Kayako, I'm already totally convinced of using the SupportSuite but while configuring my installation I was coming to this point and I'm actually quite surprised that variables in both predefined replies for tickets and canned responses for the livechat are not implemented yet in such an extensive support sollution.

So another vote for this one

[adiaz]

So there's no way of seeing this in version 3??

[craigbrass]

I doubt it considering it has already been tagged for V4.

[Brandon!]

Just a request to add to that. When inserting the predefined reply into an e-mail, the variables should be replaced at that time. I really don't want to see:

Hi %custname%,

Message here....

only to find out that the customer doesn't have a name and it sends as

Hi ,

Message here...

In other words, templates should be able to parse variables, but regular e-mail responses should not.

[zooly]

We also like to see this feature in the upcoming v4 release, it will save a lot of time for our Support department.

[tom@ecentralsto]

We use this feature in our email newsletters and its very handy and a great time saver to personalize these types of email messages.

And I would love to see this implemented. I would recommend that this feature could also be utilized from the knowledge base. Because, I used predifined replies from the knowledgebase all the time and have to edit for the Users name and if you implement the placeholders I could quickly reply to these questions without having to personalize each and ever time I use the knowledge base answers. Keep in mind that I have these tickets set to private so, it wouldn't be an issue if someone were to view these placeholders.

Thanks for you all at Kayako for great ideas and support!

Thomas