[SOLVED] How to set default text in the Customer Interface (New Ticket)?

[amdkryn]

Does anyone know how to define a standard text for users to facilitate the completion of the fields?

For example, in the web interface users initiate a new ticket and the message body is blank and the users forget to put the information needed.

The interface of the agents I put a standard text for the attendants just fill in the fields (even free text without formatting, requesting phone and request detail). I need the same customer in the web interface. Does anyone know how to do?

[amdkryn]

No one had the same need?

[wheelshot]

I would definatly not use free text but use specific fields with some of them as mandatory. You can use the Dynamic fields approach depending of the selected service by the customer or something like that. This is more of an ergonomic approach from my perspective and easier for the customer and you save up on communications between agent and customer.

[amdkryn]

I agree and I use this feature for agents, thanks for the suggestion. I had forgotten this option.

[amdkryn]

While searching another setting I found the option below that allows you to add the default text for the customer but I believe it exists only because I also have the KIX4OTRS installed.

Ticket :: Frontend :: CustomerTicketMessage ### Body

http://example/otrs/index.pl?Action=Adm ... p=KIX4OTRS;#

I leave here registered for those who need it. I chose to use the Dynamic Fields.