Use this screen to assign a ticket state to response templates. The ticket state will be pre-selected when answering a ticket via the response template. The management screen is available in the State Pre-selection for Templates module of the Ticket Settings group.
![Ticket State Pre-selections For Response Templates Management Screen](/wp-content/uploads/ticket-state-preselection-management.png)
Ticket State Pre-selections For Response Templates Management Screen
Manage Responses
To assign a ticket state to a response template:
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Click on a template in the list of templates.
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Select a ticket state for the response template.
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Click on the Save or Save and finish button.
![Edit Response Screen](/wp-content/uploads/response-edit.png)
Note
The configured ticket states must be allowed in ticket context as next state. If this should not be the case, no next state will be pre-selected when answering a ticket.
Note
If several templates are added to the system, use the filter box to find a particular template by just typing to filter.
Response Settings
The following settings are available when adding or editing this resource. The fields marked with an asterisk are mandatory.
- Pre-selected ticket state
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Select a ticket state to assign it to the template. This ticket state will be pre-selected on reply actions when answering a ticket using this response template.