Can you use Response Templates on an Incident or Request outside of Agent Workspace?

[Trish Mac]

Hello, I'd like to be able to make use of Response Templates on Incidents and Requests however we don't use Agent Workspace.  I've gotten as far as the "Responses" button appearing on an Incident form when I've chosen the Incident table within my Response Template but when I click on the Responses button, I don't get a list of my Response Templates, nothing happens.  I see "Note template for this table" when I mouse over it and that's it.

Can I get this working on an Incident or Request?   If not, are there other options for a similar feature?

Thanks,

Trish

[koldfield]

does this work for workspaces too? trying to get response templates working in the service operations workspace 

[Kristin J]

Thank you so much for this reply....its looking good for me. 😄

[Trish Mac]

Great.  I've received so much help from the Community for various things, it's good to be able to be helpful at times. 🙂

[Community Alums]

Response Templates work in the classic interface at least in Incident. You need to make sure you have criteria set, groups set correctly (or none) and add the "form" channel to the response template. Only then does the "Responses" button even show up (when you edit a record).  I have not experienced the systems you are showing. Have you tried a different browser?