Why It Matters
Pre-written templates save agents time on repetitive questions and ensure the IT team maintains a consistent, professional tone. Understanding the difference between a “Followup” and a “Solution” is critical: a Followup simply continues the ongoing conversation (like asking for a screenshot), while a Solution proposes a final fix, which triggers an interactive workflow prompting the user to accept or reject the resolution.
How to Set It Up
- Access the Settings: Navigate to Setup → Dropdowns → Assistance to access your core ticket classifications.
- Understand the Template Types:
- Followup templates: Use these to standardize ongoing replies (e.g., requesting more details or giving a status update). Applying this simply adds a new message to the ticket’s conversation timeline.
- Solution templates: Use these to standardize final closing notes. Applying a solution triggers the resolution workflow, which sends the user a notification with “Solution works” and “Solution doesn’t work” buttons. If they accept it, the ticket automatically closes!
- Create a Followup Template: Click the Add button. Enter a Name and optional Comments, then specify the Source of followup or a default Pending reason if applicable. You can also use the Private toggle to dictate if the note should be hidden from the requester before typing your message in the Content field.
- Create a Solution Template: Click the Add button. Enter the Name and Comments, select the appropriate Solution type from the dropdown, and draft your final resolution message in the Content field.
- Save and Deploy: Finally, click Add to save your new template. It will immediately become available for agents to select from a dropdown when they are working inside an active ticket.
Next Steps
Open an active test ticket and try applying your new followup or solution template to a reply to ensure the formatting and tone look correct before rolling it out to the rest of the team.
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