Overview and Management of Ticket Response Templates
How to create and manage Response Templates as an admin.
This article applies to: TeamDynamix
Disclaimer: You will need TDAdmin access as a system administrator or ticketing app administrator to access and modify Response Templates.
What Are Response Templates?
When technicians are processing tickets, it is important they keep the client informed with updated comments through Response Templates.
Response Templates allow for consistent processing of tickets by automatically updating comments and requestor names when multiple technicians are working on similar requests. Additionally, they provide quick, "canned responses" to clients when responding to tickets.
Learn more about Response Templates in our Requesting and Using Response Templates article.
Accessing and Editing Response Templates
Note: To test things further, try playing around in the TeamDynamix Sandbox.
Creating Response Templates
1. Log on to TDNext then select (TDAmin).
2. Click the (three stacked horizontal lines) on the top left of the window.
3. Select in the left hand menu.
4. Select a group with the type Ticketing App whose templates you want to access.
Note: You may need to create a Response Template Category first. You can do this by: TDAdmin > Applications > [Ticketing Application] > Response Template Categories.
5. Navigate to the left hand side then scroll to .
6. Select in the center of the window to create a new template. A new window will open.
7. Enter an appropriate category, name, description, template tag, and comment for the new template.
- The Comments field is where the body text for the template will be shown.
8. Optional: Select to get an idea of what the Response Template will look like before sending.
9. Select .
Editing Response Templates
1. Log on to TDNext then select (TDAmin).
2. Click the (three stacked horizontal lines) on the top left of the window.
3. Select in the left hand menu.
4. Select a group with the type Ticketing App whose templates you want to access.
5. Navigate to the left hand menu then scroll to .
6. Select a Response Template you would like to edit. A new window will open.
7. Modify the fields that may need to be changed.
8. Select .
Note: The available template tags are not the same as those available to Notification Templates due to Response Templates not supporting HTML content.
Deleting Response Templates
Note: Deletion is permanent and cannot be undone.
1. Log on to TDNext then select (TDAmin).
2. Click the (three stacked horizontal lines) on the top left of the window.
3. Select in the left hand menu.
4. Select a group with the type Ticketing App whose templates you want to access.
5. Navigate to the left hand menu then scroll to.
6. Select on the far right side of your selected Response Template.
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