KACE Product Support Question

Is it possible to configure templates in the Help Desk

06/05/2017 1905 views
Looking to create templates for frequent used Helpdesk task.  
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All Answers

A process will let you automate some parts of a workflow, that's one option. If you need templates for adding comments to a ticket you can use the knowledge base. You can also automate a lot of tasks using rules. It really depends on what you mean by a template.
Answered 06/06/2017 by: chucksteel
Red Belt

You could go "Queue Mad" and create a queue for each type of request, then the ticket can be customised specifically for your request, that would also mean that you can enter a "Useful link" to grant direct access to users to make those requests. For example, if user moves is something that happens a lot in your organisation, create a user move queue, customise the ticket, and then add a useful line "Request a move" which opens a new ticket in that queue.
Answered 06/07/2017 by: Hobbsy
Red Belt

A hacky way to do this is to enable creation of tickets via email and create an email template which you or your staff can fill out and email to the correct queue.
Answered 06/07/2017 by: JasonEgg
Red Belt

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