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:
- Go to the ticket detail view and click on the Reply via Email action in the article menu.
- Select a response template from the drop-down list.
- The pre-selected ticket state should be set in the State field of the reply action.
The ticket state can be assigned in the State Pre-selection for Templates management screen.