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Completed Variables in staff replies, system messages, macros, canned responses

Discussion in 'Kayako product feedback and suggestions' started by MobileNow, Oct 4, 2010.

  1. MobileNow

    MobileNow Reputed Member

    If you think this is a good idea, please +1 it. If you think it is a bad idea, please -1 it.

    hi Kayako and other forum users,
    I would like to request the ability to be able to use "replacement variables" in staff ticket replies as well as auto-generated emails (such as an email from a workflow). This would allow our employees to be more friendly/more precise when using things like Macros.

    For example, currently, after resolving an issue for a customer, our staff members have a precanned that looks something like this:
    I have resolved your issue. If you have any other questions, please let me know.

    With replacement variables, I would be able to have a much nicer precanned that went something like this:
    Dear [Ticket.Client.Name],
    I have resolved your issue. If you have any other questions, please let me know.

    When sending that ticket, [Ticket.Client.Name] would get replaced with something like "Tony Valenti" so what appears after submitting the response is something like:

    Dear Tony Valenti,
    I have resolved your issue. If you have any other questions, please let me know.

    This can be implemented by using some simple string find/replace and will make it much easier to more personalized when dealing with customers.
  2. gaz

    gaz Member

  3. scravid

    scravid Established Member

  4. Jamie Edwards

    Jamie Edwards Staff Member

    This is on the cards, but not before launch. Thanks for the suggestion
  5. smrshl

    smrshl Member

  6. Paul_Concep

    Paul_Concep Member

    +1 anyway :)
  7. McRox

    McRox Established Member

  8. NC Software

    NC Software Member

    Def +1 - I suggested this long ago, sorry it's not baked in already in K4
  9. CentralUtah

    CentralUtah Member

  10. StevenSheeley

    StevenSheeley New Member

  11. fazewire

    fazewire New Member

    +1 especially in live chat
  12. MobileNow

    MobileNow Reputed Member

    Good idea! +1 for live chat too!
  13. danielgwood

    danielgwood Established Member

  14. Hayk

    Hayk Established Member

    Sure, it will be very usefull. +1
  15. Carl Silver

    Carl Silver Reputed Member

  16. tje

    tje New Member

  17. nibb

    nibb Reputed Member

    This was suggested since v3 and they said the feature was coming in v4. I still dont see it.

    This way you can have for example a predefined canned reply like:

    "Hello xxxx, are you are doing today?"

    And the system would replace xxxx with the customer name.

    Is the only reason I dont use any canned reply because it cannot be personalized, and I hoped v4 would have this simple feature.
  18. Mle

    Mle Established Member

  19. MobileNow

    MobileNow Reputed Member

    Hi Kayako,
    I was wanting to touch base and see if this feature has made it in yet. I will be upgrading our team to V4 in March and this is one of those "killer features" that we're waiting on.

    I would imagine this would be implemented as a whole lot of:
    $ticketpost = str_replace("[VariableName]", "VariableData", $ticketpost)

    and wouldn't be too hard to do, but I've never written code for Kayako.

    If it isn't in yet, I'm anxiously awaiting the feature. :)

    +1 Again. :)
  20. phpcoder

    phpcoder Established Member


    The only other suggestion I would have, related to this, would be the ability to specify the display name to be used for an associated email address. For example, if a customer emails us from support-team@domain.com I would not want to have all replies by default say:

    "Hello Support Team" or "Hello [One Support Tech Name Here]" and would love to see the ability to set a display name. So, knowing this person could be any one of many people from domain.com we can have set it to say:

    "Hey There," or something similiar...

    The problem with automation is that it's hard to keep that personal touch and feeling... but it definitely has it's benefits as well!

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