Using Auto Texts, a user can define 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 i-net HelpDesk. 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:

• Title - is displayed in the list for selecting an Auto Text.
• Content - short form of the text content of the Auto Text that will be inserted.
• Person or Group - indicates whether the Auto Text was published only for the current user or for a group. It does not matter whether all or only certain users are allowed to use the Auto Text.
• Attachment - a paperclip optionally indicates that this Auto Text contains files that are used as attachments.
• Signature - a letter symbol optionally indicates that this Auto Text is used as a signature.
• Keyboard shortcut - a sequence of up to 10 characters. The Whitespace character is not allowed. If these characters are entered followed by the F3 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 keeping 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.

Now, when editing the template for the corresponding auto text in the text field, you can add formatted text and placeholders. The placeholders are automatically converted into the corresponding values from the ticket when the auto text is inserted

With the selection of the Application Areas it is possible to make an Auto Text available only for certain usage contexts. By default, the fields Ticket Processing and E-mail Answer are selected. The individual fields mean:

• Ticket Processing - the Auto Text can be used for ticket actions that edit the ticket. It does not matter whether the ticket is still a request or has already been assigned to a resource.
  • Note: Depending on the permissions, the Auto Text can also be used by end users, for example for the User Comment ticket action.

• Ticket Creation - the Auto Text can be used for ticket actions on a new ticket, or a request.
  • Note: If only one Auto Text is enabled for end users in the Ticket Creation Application Area, it will automatically be transferred to the text field when a new ticket is created.

• E-Mail Answer - the Auto Text is visible for all email send ticket actions, no matter if as dispatcher or resource worker.

• E-Mail-Signature - An Auto Text marked as signature is automatically inserted at the beginning of the creation of an email via E-mail-Send ticket action on a ticket.
  • Note: Signatures are only inserted automatically if exactly one signature is available for the user. It can either have been shared with the user or the users have created a signature on their own. Signatures additionally require the application area E-Mail Answer if they should be displayed with the manual selection of Auto Texts.
  • For organizing the signatures we recommend the following approach: it is ok to create several signatures, e.g. one for each resource, and to select only the application area E-Mail Signature. These will be inserted automatically on a resource-by-resource basis, given that a supporter has access to one of the designated resources only. If users or user groups should have additional signatures available, then it makes sense to also specify the application area E-Mail Answer, so that the supporter can make the selection of different signatures during editing.
  • If a supporter has created only one own signature, then this has priority over the signatures defined in the system and is inserted automatically.
  • Note: If you use a signature, it is recommended that the auto text contains the placeholder {reastep}. This inserts the email history when replying to a ticket with an email. The placeholder can simply be placed at the end of the auto text.

You can add attachments to the Auto Text which will be appended to the ticket when applying the Auto Text.

Publishing Auto Texts is only available for users with either of the permissions Define templates or Manage users and groups.

A publication can be done for all users of i-net HelpDesk - 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. Sharing Auto Texts for certain users and groups also allows selecting the end users to preset certain Auto Texts for them.

Note: Resource staff with read permission on a resource for which Auto Texts have been published will also have access to those Auto Texts.

Note: Users who have been given access to an Auto Text in any way, e.g. via read permission on a sub-resource, have access to this Auto Text in the entire ticket processing.