Agent Interface

This package has no agent interface, but the package allows pre-selection of ticket states for response templates.

To pre-select a ticket state on reply:

1. Go to the ticket detail view and click on the Reply via Email action in the article menu.
2. Select a response template from the drop-down list.
3. The pre-selected ticket state should be set in the State field of the reply action.

See also

The ticket state can be assigned in the State Pre-selection for Templates management screen.