Quick Reply
Inside Deepser it is possible to configure various automatic quick replies that can be used to set a predefined text into text-area fields, like comment, email body message and solution description . For example it can be used for a default mail response or for a default reply in a ticket.
Quick Replies Configuration
Automatic quick replies can be configured by an administrator within various Deepser entities.
To configure automatic quick replies, you can navigate to System-> Quickreply-> Reply and the following screen will appear:
In this example, two different quick replies have been configured, one for the Operation model and one for the Activity model.
To add a new quick reply, just click on the “Add Reply” button at the top right and the following screen will appear:
Below is the list of available fields and their meaning:
Field | Description | Note |
Name | The name of the quick reply | In the example, it is called “Example Solution” |
Type | The type of quick reply | In the example the type is “Default” |
Model | The model inside Deepser where you want to insert the quick reply you are creating | Examples • If you want to insert the quick reply in the ticket comment, the model is “DeepActivity-Activity” • If you want to insert the quick response in the ticket solution, the model is “DeepService-Operation” • If you want to insert the quick reply in the email message, the template is “DeepEmail-Message” |
Expression | A query builder that allows you to filter by fields of the chosen model | Examples • If you want to insert the quick reply in the ticket comment, inside the query builder you will have to filter by Model equal “DeepService-Operation” |
Expression (Script) | Section where you can insert filters using custom code | |
Status | The status of the quick reply | You can only use enabled quick replies |
Description | Personalized quick reply message | Note: the code inside the curly brackets is used to retrieve the name of the requester user of the ticket |
Quick Reply Use
In order to set automatic and customized reply inside a text-area field, like comment, email body message and solution description of a ticket, you can navigate to the desired field (in our example we are on the “Solution” field into the Operation module, reachable from “Closing Info” Tab).
The following screen will open:
To set a quick reply in the field quickly, you can simply navigate to the “Solution” field and click on “Replies”. From there, you can choose a default reply that has been previously configured (in our example, we only have one configured quick reply in the Operation module, with the type “Default” named “Example Solution”).
Once a quick reply is selected, the field will be automatically filled with the default text configured earlier
You can also customize the automatically inserted text according to your needs.
With a proper configuration, it is possible to insert a quick reply also in a comment on a ticket or within the body of an email.
