adding responses for the phone tickets

[wdbaruni]

Hi all

In my company we are going to use OTRS mainly for handling phone tickets. What i want to have is a way to add quick templates when creating phone tickets.

in other words, the agent who answers the phone can have templates on the side for the common problems that we face so that he can choose from instead of typing from scratch.

This is similar to "Responses" service that OTRS provides, but "Responses" is only for answering the ticket and i want a similar solution for when creating the ticket

Thanks in advance

[jojo]

You can use the FAQ for this.

If installed you'll find a smal FAQ Link on top of the textarea of the phone ticket. Click on that link, choose a FAQ Article in the pop up and click the button on the lower end of the popup window.

The text will be copied in your textarea.

[wdbaruni]

thanks a lot for the quick reply

I'll try this solution right away