Agent Interface

This package has no agent interface, but the package allows pre-selection of ticket states for response templates.

To pre-select a ticket state on reply:

  1. Go to the ticket detail view and click on the Reply via Email action in the article menu.

  2. Select a response template from the drop-down list.

  3. The pre-selected ticket state should be set in the State field of the reply action.

See also

The ticket state can be assigned in the State Pre-selection for Templates management screen.

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