Using Auto Text a user can defined templates, which can be used very quickly and easily in the processing of tickets, e.g. to give standard answers. Each supporter user has access to the administration of their personal auto texts.
Users with the permission Define templates can provide auto texts for all users of INETAPP. If they also have access to the user administration, they may additionally provide auto texts for other users - and define both users and groups for that are allowed to use a templates.
The overview lists the auto texts of the user. Auto texts can be grouped by topic - see the section Edit text modules. Each line of the overview represents an auto text and presents it with the following properties:
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key in the text editor, the auto text is inserted.Optionally, the visibility filter on the right side can be used to display all visible auto text, i.e. published for all users. Administrative users can also display the auto text of all users.
The editing of an auto text takes place in a dialog. As already described in the overview, the values for the title and the content of the auto text are specified here. The specification of a group, the keyboard shortcut as well as the addition of attachments is optional.
Grouping auto texts allows to keep track of texts that are related to each other. Existing groups, even if defined by published auto texts, will be suggested to the user - but new groups can be entered too.
With the selection of Visibilities there is the possibility to publish an auto text only for certain usage contexts. By default, all fields except end user are selected - and the auto text can be used without restrictions in ticket editing. The individual fields mean:
An auto text marked as signature will be inserted automatically at the beginning of a send email action on a ticket. Visibilities are taken into account here, so this has only an effect with Supporter and/or Email reply.
Note: If multiple signatures are available in the same editing context - e.g. due to be published, a signature will only be inserted automatically if the user has created only one signature for himself.
You can add attachments to the auto text which will be appended to the ticket when applying the auto text.
Note: Adding Attachments is only supported in the web client, but not in the desktop or mobile versions.
Publishing auto texts is only available for users with the either of the permissions Define templates or Manage users and groups.
A publication can be done for all users of INETAPP - thus a public auto text is created - as well as for specific users and groups. This allows, for example, to create signatures for different departments or resources.