Creating macro/template responses for tickets

[sahil-sethi]

Hi all,

What would be the best way to implement a macro/template response when responding to our incidents? We are finding that a lot of our responses are standardized and would like to avoid re-typing the answer every time we get a similar request.

Is there any functionality that would allow us to store template responses (in a table for example), which would then automatically populate our response field (e.g. Additional Comments), based on a certain user action on our part?

Or perhaps, is there a way to leverage knowledge articles (which would serve as our templates), which are then attached to our responses?

We aim to mimic (to some extent anyway) the macro functionality that Zendesk would service for example:

Using macros to update tickets — Zendesk Support

Many thanks in advance for your help.

Regards,

Sahil Sethi

[Earl L]

I don't believe any of the OOB notification features do exactly what you're asking for, i.e. putting a standard response into the comments of incidents. You'd probably end up creating a custom table for this purpose, and with that table in place you could definitely script this kind of thing.

The challenge is to get your incidents cataloged in a way that you're able to provide effective responses to each ticket. It sounds like you might have enough background to be able to do that, but it's always a challenge to make something like this sound reasonable/intelligent to the recipient. Sounds like a great little project. If you decide to go down this road post some more specific questions and I'm sure you'll get some great help.

Earl

[RyN]

Hey @sahil-sethi @Earl L its been some time on this topic, but were either of you able to implement such functionally in SN?