Coming from Zendesk, one of the most used features in our company was macros to provide common answers. I already checked the documentation and checked all the configuration parameters in my demo instance but wasn’t able to find anything similar to that. Did I missing this important feature or is it not possible to do this at the moment?
But this isn’t very intuitive / user friendly as triggers are somewhat hidden to the agents. The functionality I am look for is:
Open Ticket
Select marco “Computer not working”
The macro automatically fills the reply field with a predefined text (text module) (perfect would be to also attach a predefined attachment), which is editable before sending out
If I configure a trigger to do something similar to this:
I need to define a special tag, the agent has to know (in order to set a correct filter)
The agent is not able to edit the reply before that
The conversation is not visible in the ticket history