Reply Template
Reply templates are designed to manage pre-written replies that can be used to streamline communication. By using reply templates, users can ensure consistency in responses and save time when handling repetitive inquiries. Here is an overview of their components and functions.
A. Benefits of Using Reply Templates
- Efficiency and Time-Saving: Reply templates allow for quick responses, significantly reducing the time spent on composing individual messages. This efficiency enables support agents to handle more tickets in less time.
- Consistency in Communication: By using standardized templates, organizations ensure consistent communication in tone and information. This uniformity helps maintain a professional image and reduces the risk of sending inaccurate or incomplete information.
- Personalization and Customization: While templates provide standard responses, placeholders enable the inclusion of personalized details such as the user's name or specific ticket information. This personalization enhances the user experience by making the communication feel more tailored and relevant.
B. Reply Template Management
Reply Template Management in Qiscus Helpdesk provides a user-friendly interface for easily creating, updating, and organizing reply templates. These features ensures that customer communications are consistent, professional, and up-to-date, allowing support teams to efficiently manage their responses.
- Creating a New Reply Template: Users click on the "Create Reply Template" button. The "Create Reply Template" button allows users to set up new reply templates with several configurable options. Here’s a detailed explanation of the various components:
- Name: The "Name" field is where you enter the template's title. This name helps identify the template within the system and serves as a reference for users to easily locate and use it.
- Divisions: In the "Divisions" section, you can select which divisions the template will apply to. This ensures that the template is relevant to the appropriate teams, aligning with their specific communication needs and processes.
- Content: The "Content" area is where you input the main body of the template, detailing the reply content. This section provides a pre-written response that will be sent to customers, ensuring that communication is consistent and efficient.
Once the template is created, it will be available for use by the selected divisions. This setup ensures that your pre-written responses are easily accessible and can be consistently applied across relevant communications.
- Search: Find specific templates by name using the search bar. Enter the template name to quickly filter and identify the desired template, avoiding the need to scroll through long lists.
- Update: Edit template names, divisions and content as needed. This feature allows you to keep templates relevant and accurate, improving their effectiveness in communication.
- Delete: Remove templates that are no longer needed or relevant. Deleting a template ensures that only current and useful templates are maintained.
Once a template is created and configured, it will be available for the selected divisions, ensuring streamlined and consistent communication across your organization.
C. Placeholder
Placeholder in Qiscus Helpdesk is designed to dynamically insert relevant data into reply templates, ensuring personalized and efficient communication. Placeholders are formatted as data references enclosed within double curly brackets. This allows you to pull in specific information about users and tickets directly into your templates.
These placeholders help ensure that your communications are consistent and accurately reflect the specific details of each interaction. Additionally, they facilitate efficient communication by minimizing manual data entry and reducing the likelihood of errors.
| Placeholder Name | Placeholder Value |
|---|---|
| {{current_user.email}} | Email of the logged-in user. |
| {{current_user.name}} | Name of the logged-in user. |
| {{ticket.id}} | ID of the ticket. Example: 1, 2, 3. Not #1, #2, or #3. |
| {{ticket.title}} | Title of the ticket. |
| {{ticket.priority}} | Priority of the ticket. |
| {{ticket.status}} | Status of the ticket. |
| {{ticket.assignee.email}} | Email of the ticket assignee. |
| {{ticket.assignee.name}} | Name of the ticket assignee. |
| {{ticket.requester.email}} | Email of the ticket requester. |
| {{ticket.requester.name}} | Name of the ticket requester. |
| {{ticket.requester.organization.name}} | Organization name of the ticket requester. |
| {{ticket.requester.phone}} | Phone number of the ticket requester. |
D. Example of Using Reply Templates in Qiscus Helpdesk
Here's an example of a reply template that utilizes placeholders to personalize the message:
In this template, the placeholder {{ticket.requester.name}} is used to automatically insert the name of the person who submitted the ticket. This personalizes the greeting, making the communication feel more direct and attentive. The placeholder {{ticket.assignee.name}} is used at the end of the message to include the name of the support agent assigned to the ticket. This ensures that the customer knows who is handling their request, adding a personal touch and increasing trust.
By using placeholders in reply templates, support agents can quickly send personalized messages without manually entering specific details, thus saving time and reducing the risk of errors.