Categories for Text Modules

 

OTRS Feature Categories for text modules for the OTRS Help Desk software

Target Groups

  • IT Service Management
  • Call Centers
  • Service Providers
  • All companies working with SLAs

Benefits

  • By building template categories recurrent requests can be answered even faster
  • This facilitates the job training of new agents as well

Functionality

The standard of OTRS Help Desk allows your service agents to quickly respond to normal or recurring service requests by leveraging pre-defined text modules to answer the tickets. These text modules are so far displayed in one single and unsorted list, which might cause a lack of overview in case of a large number of pre-defined text modules. The feature „Categories for Text Modules“ allows you to consolidate certain text modules by category and browse through these categories by expanding or minimizing them per mouse click as known from a Windows Explorer.

A typical recurring question is the request to send out a user guide for one of your specific products. Today you would probably browse down the long list of all your pre-defined text modules and once you finally have identified the right one with the user guide attached, you would send it out.

With this feature, you consolidate all text modules related to your products user guides in a separate category like “User Guides” and will from now on save a lot of time to retrieve this information and reduce your response time.

Please Note

Not compatible with the feature Ticket Forms when deployed in OTRS 3.2

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