The key to maximizing your efficiency is to avoid doing the same thing over and over again. To help you with this, Zammad has a series of smart features. Among them: the text modules.
Use text templates to spend less time writing responses and create your own text passages (text modules) or even entire response templates.
Every company is different, creating different use cases and individual requests. That's why we don't just provide you with a pre-defined catalog of templates to choose from. Instead, we let you create your own.
Text modules can be edited in the admin interface under Manage → Text modules. Here you will find text snippets already created in the standard version, which can be amended and added to as needed.
If needed, you can restrict text modules to specific groups. This way, you can easily keep text module lists short and dedicate specific texts to where they belong.
You can adjust the group memberships for text modules at any time. This allows you to have the text module available globally (no groups selected) or to one or several specific groups.
Use variables to dynamically insert information like the customer’s or agent’s names.
Here are some examples:
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Hello Mrs. #{ticket.customer.lastname},
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Hello Mr. #{ticket.customer.lastname},
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Hello #{ticket.customer.firstname},
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My name is #{user.firstname},
You can even use multi-line snippets!
Read more in the Agent-Documentation and the Admin Documentation
CSV Import
To save you even more time, you can download a sample CSV file and upload your own CSV file of existing templates.
To reduce the error rate of unwanted mass changes, a test import is carried out first and a summary appears at the end. If you agree with the summary, the CSV import will be executed.