Reply Templates

 

Service Desk Reply Templates can be created to provide standard reply templates when sending a mail from a Service Desk Record using the 'Send Email' option. Refer to Service Desk->Service Desk Common Features->Sending E-mails for details on sending Email from a Service Desk Record.

 

SD-Settings-EmailReplyList.jpg

 

SD-Settings-EmailReplyAdd.jpg

 

Serial No

 Field Name

Description

    1

 Title

Enter the name of the Reply Template

 

    2

 Description

Enter the description of the Template

 

    3

Fixed Fields

Select the Fixed Fields from the drop down list which are required in the Reply Template. The Fixed Field is inserted in the Body of the message enclosed in {}. While sending the Email, the Field is replaced by the actual value.

Note.gifNote: You can select any number of Fixed Fields from the drop down.

 

    4

Custom Fields

Select the Custom (user defined) Fields from the drop down list which are required in the Reply Template. The Custom Field is inserted in the Body of the message enclosed in {}. While sending the Email, the Field is replaced by the actual value.

Note.gifNote: You can select any number of Custom Fields from the drop down.

 

    5

 Content

Enter the content of the Template here. The fields in {} act as placeholders and will be replaced by actual values from when the mail is being sent.