How to Create Resolution Templates

Overview

Resolution Templates allow your support team to quickly resolve tickets with pre-defined responses. Instead of typing out the same solution for recurring issues (like "Password Reset" or "Printer Fix"), an analyst can simply select a template. These templates can also automatically log work time, ensuring accurate tracking of effort with minimal clicks.

Step-by-Step Guide

1. Navigate to Resolution Template Settings

Access the template configuration section from the helpdesk settings.

• From the main menu, go to Settings (1).

• Under the Helpdesk section (2), click on Resolution Template (3).

• Click the Add Resolution Template button (4) in the top right corner.

2. Configure the Template Details

In the pop-up window, define the content of your solution.

• Name: Enter a clear name for the template (e.g., Print Resolution Template).

• Template Body: In the rich text editor, write the standard solution text that will be added to the ticket closure notes.

3. Specific Automatic Worklog (Optional)

A powerful feature of resolution templates is the ability to automatically log time when the template is used.

• Add Worklog: Toggle this switch to On if you want this template to record time automatically.

• Work Log Description: Enter the text that will appear in the worklog entry (e.g., "QUICK FIX SUMMARY: Restart printer").

• Work Log Duration: Specify the time in minutes (e.g., 10) that should be logged for this task.

• Click Save to finish creating the template.